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IT Service Mgmt Specialist (ITSM)- Incident/ Problem/ Change

General information


Noida - India - India


Customer/Technical Support

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Description & Requirements


The duties of a Cloud ITSM Specialist IV will be to provide oversight or leadership of ITIL based ITSM processes for UKG Cloud & Hosted environments. He/she will develop and/or assist in the design and implementation of true ITIL based ITSM processes as assigned by the Cloud ITSM Manager. The primary focus areas are on Incident and Problem Management disciplines, along with Change Management support. He/she will also be providing data and/or collateral that support ITSM related metrics and initiatives on an on-going basis. He / She will also partner with the other service and/or service functions to co-relate root causes and metrics. May lead/mentor one or more ITSM management specialists during a giving shift. May motivate, develop, and manage performance of individuals and teams while on shift. May be assigned to produce regular and ad hoc management reports in a timely manner.

A highly seasoned specialist professional with wide-ranging experience and in-depth knowledge in a specialized field. Applies comprehensive knowledge of a particular field to resolve complex issues in creative ways. Uses in-depth knowledge of business unit functions and cross group dependencies/relationships. Is recognized as an expert in the work group. Develops solutions to diverse business problems of high complexity which require the regular use of ingenuity and creativity. Analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. Has specialized knowledge of various alternatives and their impact on the business. Challenges are frequently unique, and solutions may serve as precedent for future decisions. Plans and organizes project assignments of substantial variety and complexity. Initiates or maintains schedule for projects and project milestones. Works without appreciable direction. Works independently on highly specialized projects with long range objectives. Selects methods and techniques to lead a project to completion. Develops departmental policies and procedures, new techniques and standards. Work is reviewed from a relatively long- term perspective, for desired results. Guides the successful completion of major programs and often functions in a project leadership role. Effects of decisions are long-lasting and influence the future course of the organization. Errors in judgment or failure to achieve results would result in the expenditure of large amounts of company resources.


- Lead Incident Management processes including incident bridges, and post incident follow ups.
- Incident & Problem Management: provide technical analysis of major incidents to uncover underlying problems in UKG Cloud environments. Ensures that accurate root cause and trend analysis are determined Lead problem review sessions and -coordinates major problem resolutions to root cause. Ensures all incidents are logged and relevant parties involved. Ensures incident and problem resolution.
- Communication: Communicates with and coordinates activities with Senior Management, Change Management, Incident Management, and Customer/Clients.
- Change Management: Receives, assess, facilitate approval and overall end to end change management process to ensure only approved changes are deployed into UKG’s Cloud production environment. Provide post change deployment analysis to ensure change request went as planned.
- Resource Management: May lead/mentor one or more teams of ITSM specialists. Motivates, develops, and manages performance of individuals and teams.
- Analyze incident, change, and problem records to determine any trends
- Produces regular and ad hoc management reports in a timely manner.
- Self-motivated, able to prioritize work, work alone or in a team.
- Monitor tickets in Service Desk or Service Cloud
- Complete standard tasks that have clearly defined processes and procedures
- Lead assigned projects.


- BE/B.Tech/ MCA degree in Business, Information Systems or Computer Science or
related discipline or equivalent experience and a minimum of 10 years
related work experience.
- ITIL Foundation certified; ITIL Intermediate Certifications are a plus.
- Significant Incident Management/response experience, preferably 10+ years in a SaaS/Cloud company
- Incident Commander understanding/experience
- 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.
- An ability to assess the severity and priority of multiple incoming inquiries from management, customers and internal employees.
-Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods.
- Experience managing a team of people toward a common outcome.
- Proven ability to understand complex business issues and align communications strategies and outcomes accordingly.
- Sound problem identification, judgment, resolution and decision-making skills.
- Experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider.
- Strong project management and communications skills (both written and spoken).
- Ability to develop and document business processes.

Corporate 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 is the Law poster and its supplement. 

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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 or please call 1 (978) 250 9800.