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Incident Manager

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Lowell - Massachusetts - United States

Description & Qualifications


The Incident Manager oversees the Incident Management process to ensure compliance to process standards, policies, and procedures. They suggest improvements to the Incident Management processes and procedures and ensure effective adoption and governance.

This resource will be responsible for monitoring, analyzing, and reporting trends in incidents, in compliance with ITIL best practices. They will establish the categorization and prioritization of incidents, develop Critical Success Factors (CSFs), report on Key Performance Indicators (KPIs), and bring together support teams to ensure a speedy resolution.

This role manages major incidents to resolution and collaborates with the Problem Manager to drive a thorough Root Cause Analysis (RCA) of problems to minimize the impact of future incidents.

In addition, the Incident Manager plans and contributes to ITSM related projects, Lead ITSM meetings (Quarterly Service Reviews, Major Incident Reviews), and is responsible for the development of ITSM process training.


• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
• Have a process-oriented approach, and exceptional organization and customer service skills
• Able to prioritize and effectively execute tasks while maintaining accuracy and attention to detail
• Able to operate in a fast-paced environment with minimal supervision and proven ability to meet deadlines
• Experience working with ITSM standards, methodologies, and frameworks
• Experience driving Major Incidents resolution with multiple teams involved
• ITIL v3 (Foundation or Practitioner) or ITIL 4 Foundation certification
• Strong knowledge of ServiceNow Service Management Platform

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