Mgr IT Service Operations

The Manager of IT Service Operations provides leadership to a high-performing incident, problem, and change management team while developing the team's operating model and structure. This role is based in Hyderabad.

Responsibilities

• Help in alignment on the vision and 3-year strategic roadmap for the service management team.
• Develop best-in-class standards and implement service management motions (processes, procedures, runbooks, and frameworks).
• Lead the incident management process by providing expertise, influencing decisions, and staying aware and well-versed on status/resolution plans.
• Enable the swift resolution of incidents, minimize downtime, and implement preventive measures to mitigate future issues.
• Drive and facilitate resolution via Microsoft Teams as an incident commander with excellent executive presence, communications, and collaboration skills.
• Collaborate and align with leaders across Engineering, Sales, Corporate Comms, and Legal to accelerate incident resolution, remove blockers, and provide a high level of service to our customers.
• Actively engage with cross-functional teams to ensure Root Cause Analysis (RCAs) and Post Incident Reviews (PIRs) are complete, review remediation plans to identify areas for improvement, and socialize findings/insights.
• Thrive under pressure with the ability to stay calm, handle conflict, and partner with other UKG teams to drive resolution.
• Coach and mentor individual contributors in their professional development and serve as a role model.
• Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness.
• Develop and present business reviews on required cadences to executive leadership.

Basic Qualifications

• 5+ years of experience leading a global 24x7 incident management team in an enterprise SaaS environment.
• 10+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with a complex customer base.
• Subject matter expertise in incident management frameworks; awareness of industry standards and best practices.
• Excellent problem-solving and decision-making skills to identify root causes and implement corrective actions.
• Clear and concise communication skills at all levels (written and verbal).
• Demonstrated ability to collaborate, build credibility, and establish good working relationships with leaders across UKG to ensure solid partnership and alignment.
• Experience managing projects with an ability to influence data-driven decisions.

Preferred Qualifications

• Experience with working with the following tools: Jira, ServiceNow, Salesforce, and Aha.
• Experience working in an Agile technical environment.
• Experience working in a Cloud environment.