Location
Noida | India
Job description
Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for Learn more at
Description UKG is actively seeking an Incident Manager (Lead IT Service Operations specialist) to join the Noida Incident Management team. Your role will be integral within our global, dispersed team, ensuring prompt acknowledgment, prioritization, and swift responses to all major incidents.
The ideal candidate will possess hands-on experience in managing incidents and incident communications for cloud-based solutions, coupled with a strong grasp of ITIL processes, notably Change and Problem management. This role necessitates a delicate balance between technical expertise and interpersonal finesse, requiring a creative, self-driven, and inspiring approach. Your primary responsibility will revolve around ensuring a seamless experience for both customers and internal teams during every incident encounter.
Key Responsibilities - Incident Command: Taking charge of the incident response team, directing actions, and making crucial decisions to manage the incident effectively.
- Scribe: documenting real-time information during the incident. This involves accurately recording decisions made, actions taken, timelines, communications, and any critical information exchanged throughout the incident response process.
- Liaison: Establish clear communication channels, both internally among the response team and externally with stakeholders, to ensure everyone is informed and coordinated throughout the incident lifecycle.
- Bridge Handling: Managing or facilitating the setup and operation of communication bridges (such as conference calls or virtual platforms) to enable efficient and organized communication among the incident response team members, stakeholders, and relevant parties. This involves establishing clear communication protocols, managing participants, and ensuring effective information flow throughout the incident resolution process.
- Post-Incident Review: Conduct post-incident reviews to analyze the response, identify areas for improvement, and implement changes to prevent similar incidents in the future.
- Assessment and Strategy: Assessing the situation, understanding the scope and impact of the incident, and devising a strategic plan to contain and resolve the issue swiftly.
- Resource Management: Allocating resources efficiently, including personnel, equipment, and tools, to address the incident's challenges.
- Decision-making: Making informed decisions promptly, adapting strategies as needed, and ensuring the safety of personnel and the organization's assets.
- Coordination: Collaborating with different teams or departments involved in the incident response, ensuring seamless coordination and alignment of efforts.
- Process Improvement: Identify trends, patterns, or recurring issues, and contribute to refining and evolving the incident management processes for better preparedness and response in the future.
- Weekend/Holiday Rotational Support: Availability for weekend rotational support is a requirement for the role.
Qualifications - Bachelor's degree in business, Information Systems, Computer Science, or a related field, or equivalent experience, coupled with a minimum of 6 years in a relevant work role.
- Demonstrated proficiency in incident management, preferably operating within an ITIL or equivalent framework.
- Exceptional communication and interpersonal skills essential for effective collaboration with diverse stakeholders.
- Possession of an analytical mindset, emphasizing problem-solving and an inclination toward continuous improvement initiatives.
- Expertise in ITIL V3 (v4 preferred); additional certifications like GCP Associate Cloud Engineer or related qualifications would be advantageous.
Equal Opportunity Employer Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
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