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Cloud Incident Response Commander

General Information

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Job Type:

Regular-Full Time


Montevideo - Uruguay - Uruguay

Description & Qualifications


The duties of a Cloud Incident Response Commander / ITSM Specialist will be to provide oversight of Incident Response processes and capabilities for UKG Cloud & Hosted environments. The primary focus areas will be to own the response and drive for quick resolution of high-profile customer impacting incidents. In addition, the duties will also include driving process improvement, Incident & Problem Management disciplines, along with Change Management support. He/she will also be providing data that supports ITSM related metrics and initiatives. He / She will also partner with the other service and/or service functions to co-relate root causes, metrics, as well as identify and champion areas of improvement.

Level 3 ITSM Process Specialist (Senior Level): A seasoned, experienced professional with a complete understanding and wide application of principle, theories, and concepts in the field of IT Service Management. Mastered effective problem solving, troubleshooting, and communication skills. Takes initiative within assigned tasks and demonstrates good judgment in selecting methods and techniques for obtaining solutions. Good understanding of customer uses and needs for the product and services. Demonstrates innovation and creativity with independent work.
The candidates would be working from 2:00 PM to 10:00 PM (Montevideo time) to cover a different timezone (East Coast in the USA). Provide weekend coverage on an ongoing rotational basis (1 out of 6 weekends - Saturday and Sunday from 10:30 AM to 10:30 PM)

• Responds quickly and leads the Incident Response process, drives incidents with coordination of SME’s to provide quick resolution
• Change Management: Receives, assess, facilitate approval, and ensure only approved changes are deployed into UKG’s Cloud production environment.
• Analyze incident, change, and problem records to determine any trends, or opportunities to improve quality and/or operational improvements
• Produces regular and ad hoc reports in a timely manner.
• Monitor tickets in Service Desk or Service Cloud
• Support on-call schedule and requirements (Weekend rotation coverage:1 out of 6 weekends - Saturday and Sunday from 10:30 AM to 10:30 PM)


• Incident Response leadership – ability to make recommendations, communicate and influence across functions and levels to drive resolution. Preferably 2-5 years in a high demand SaaS/Cloud company
• Broad knowledge of Cloud Infrastructure, Tools, Automation
• Incident Commander understanding/experience
• Ability to develop and document business processes
• Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.
• Demonstrated capacity to lead under pressure and make decisions in ambiguous situations.
• Sound judgment, resolution, analytical, problem solving, and decision-making skills.
• Strong communications skills (both written and spoken).
• ITIL Intermediate Certifications, experience with Jira, Salesforce, Service Now are a plus.

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

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. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email