Senior Incident Management Lead

2 weeks ago

Lowell, Massachusetts, United States UKG (Ultimate Kronos Group) Full time

Senior Incident Management Lead

General Information

Ref #:

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Company Overview

At UKG, our mission is centered around people. Our comprehensive HR, payroll, and workforce management solutions empower organizations to achieve better outcomes for everyone involved. Our team members, known as U Krewers, are skilled, collaborative, and innovative thinkers who contribute to our solutions and support our business. We are dedicated to fostering a culture of inclusion and providing an employee experience that supports our workforce both professionally and personally. Our extensive benefits reflect our commitment to the well-being of our employees, including assistance programs and wellness initiatives. Our employee resource groups offer a supportive environment for connection and growth. Discover more about us at #WeAreUKG.

Role Overview

The Senior Incident Management Lead plays a pivotal role in guiding a high-performing incident management team, focusing on the development of operational frameworks and team structure.

Key Responsibilities:

  • Establishing war room protocols, creating communication pathways, and ensuring the availability of essential resources (tools, data dashboards) for effective incident response.
  • Facilitating discussions during war room sessions, maintaining team focus, and ensuring alignment on priorities.
  • Documenting critical decisions, actions taken, and lessons learned during incidents for future reference.
  • Leading the response team (engineers, support specialists) in diagnosing, troubleshooting, and resolving issues affecting the SaaS product(s).
  • Collecting and analyzing real-time data to assess the scope and impact of incidents.
  • Prioritizing actions, delegating tasks, and making key decisions to ensure efficient incident resolution.
  • Keeping stakeholders informed about the incident status, progress, and estimated resolution timelines.
  • Enabling rapid incident resolution, minimizing downtime, and implementing preventive strategies to mitigate future occurrences.
  • Acting as an incident commander, demonstrating strong executive presence and communication skills.
  • Collaborating with leaders across Engineering, Sales, Corporate Communications, and Legal to expedite incident resolution and enhance service quality for customers.
  • Engaging with cross-functional teams to ensure completion of Root Cause Analysis (RCAs) and Post Incident Reviews (PIRs), reviewing remediation plans for improvement opportunities, and sharing insights.
  • Maintaining composure under pressure, managing conflicts, and partnering with other teams to drive resolution.
  • Coaching team members in their professional growth and serving as a role model.
  • Developing and monitoring key performance indicators to track incident trends and operational readiness.
  • Preparing and presenting business reviews to executive leadership on a regular basis.

Qualifications

Basic Qualifications:

  • 5+ years of experience in a global 24x7x365 incident management environment within an enterprise SaaS context.
  • 5+ years of technical experience in Support, Services, IT, or Engineering at a technology firm, with exposure to complex customer interactions.
  • 3+ years of experience in a Cloud environment (AWS, GCP, or Azure; GCP preferred).
  • 3+ years of experience in a scrum/agile/SRE setting (hands-on experience is a plus).
  • 3+ years of experience in an on-call support rotation and familiarity with PagerDuty.
  • 3+ years of experience with collaboration tools such as Teams (integrations with PagerDuty and ServiceNow), Confluence, and SharePoint.
  • Expertise in incident management frameworks and awareness of industry standards and best practices.
  • Willingness to work in a shift-based rotation model within a larger enterprise incident management team.

Preferred Qualifications:

  • Experience with tools such as JIRA, ServiceNow, Salesforce, and Aha.
  • Experience in an Agile technical environment.
  • Strong written and verbal communication skills at all organizational levels.
  • Proven ability to collaborate, build credibility, and establish effective working relationships.

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is committed to being an equal opportunity employer and fostering a diverse and inclusive workplace. All qualified applicants will receive consideration 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.

UKG participates in E-Verify.

  • Lead Senior Accountant

    2 weeks ago

    Lowell, Massachusetts, United States Symbotic Full time

    Senior Accountant Role at SymboticSymbotic is at the forefront of technological innovation, transforming the supply chain landscape with its cutting-edge robotic solutions. We are in search of a seasoned Senior Accountant to enhance our Finance department.Position Overview:Manage critical components of the monthly, quarterly, and yearly closing...

  • IT Project Manager

    4 days ago

    Lowell, Massachusetts, United States East West Systems Inc Full time

    About the Role:We are seeking an experienced IT Project Manager to join our team at East West Systems Inc. as a Senior IT Project Manager - ServiceNow Expert. In this role, you will be responsible for managing the execution of IT projects to ensure adherence to budget, schedule, and scope.Key Responsibilities:Manage project execution to ensure adherence to...

  • Environmental Health and Safety Lead

    1 week ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS Manager EMPLOYMENT TYPE: Direct Hire WORK ARRANGEMENT: Onsite We are looking for a dedicated Environmental Health and Safety (EHS) Manager to lead our safety strategies and policy formulation. This essential position is responsible for fostering a culture centered on safety throughout our organization, ensuring compliance with all applicable...

  • Senior Manager, Technical Support Operations

    7 days ago

    Lowell, Massachusetts, United States UKG Full time

    About the RoleWe are seeking a highly experienced Senior Manager to lead our Technical Support team. As a key member of our Support Leadership team, you will be responsible for driving the delivery of exceptional customer experiences across our technical support services.Key ResponsibilitiesLead a team of technical support managers and teams to provide...

  • Lead Financial Strategist

    7 days ago

    Lowell, Massachusetts, United States Engage Partners, Inc. Full time

    Lead Financial StrategistRole Overview:The Lead Financial Strategist possesses extensive expertise in key financial domains, including Asset-Liability Management (ALM), Fixed Income Investments, Liquidity Analysis, Budgeting, and Profitability Assessment. This role is pivotal in facilitating informed decision-making for senior leadership and requires the...

  • Environmental Health and Safety Manager

    2 days ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    Job SummaryWe are seeking a highly skilled Environmental Health and Safety (EHS) Manager to spearhead our company's safety initiatives and policy development. As a key member of our team, you will be responsible for ensuring a safety-first culture across our workplace, adhering to all relevant Federal, State, and Local Industrial Standards.Key...

  • Lead Technical Program Manager

    7 days ago

    Lowell, Massachusetts, United States UKG (Ultimate Kronos Group) Full time

    General Information:Travel Requirements:Up to 25%Employment Type:Regular-Full TimeCompany Overview:At UKG, our mission centers around our people. Our comprehensive HR, payroll, and workforce management solutions empower organizations to achieve better outcomes for everyone involved. Our dedicated team members, known as U Krewers, are skilled, collaborative,...

  • Environmental Safety Manager

    2 weeks ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS ManagerTYPE: Direct HireONSITE/REMOTE/HYBRID: OnsiteWe are looking for a dedicated Environmental Health and Safety (EHS) Manager to lead our organization's safety programs and policy formulation. This pivotal role is responsible for fostering a culture of safety throughout our operations, ensuring compliance with all applicable Federal,...

  • Environmental Safety Manager

    7 days ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS ManagerEMPLOYMENT TYPE: Direct HireWORK ARRANGEMENT: OnsiteWe are looking for an Environmental Health and Safety (EHS) Manager who will lead our organization's safety strategies and policy formulation. This pivotal position is responsible for fostering a culture of safety throughout our operations, ensuring compliance with all relevant...

  • Senior Financial Analyst

    2 weeks ago

    Lowell, Massachusetts, United States Engage Partners, Inc. Full time

    Senior Financial Analyst – Engage Partners, Inc. This position offers flexible work arrangements, including Hybrid, Remote, or Onsite options. Key Responsibilities: The Senior Financial Analyst demonstrates comprehensive expertise in essential Finance domains, such as Asset-Liability Management (ALM), Fixed Income Investments, Liquidity Analysis,...

  • Environmental Safety Manager

    2 weeks ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS ManagerEMPLOYMENT TYPE: Direct HireWORK ARRANGEMENT: OnsiteWe are looking for a dedicated Environmental Health and Safety (EHS) Manager to lead our organization's safety strategies and policy formulation. This pivotal position is responsible for fostering a culture that prioritizes safety throughout our operations, ensuring compliance with...

  • Environmental Safety Manager

    7 days ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS ManagerEMPLOYMENT TYPE: Direct HireWORK ARRANGEMENT: OnsiteWe are looking for an experienced Environmental Health and Safety (EHS) Manager to lead our safety initiatives and policy formulation at RX2 Solutions.This pivotal role is responsible for fostering a culture of safety throughout our organization, ensuring compliance with all...

  • Environmental Safety Manager

    2 weeks ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS ManagerEMPLOYMENT TYPE: Direct HireWORKING ARRANGEMENT: OnsiteWe are in search of a dedicated Environmental Health and Safety (EHS) Manager to lead our organization's safety strategies and policy formulation. This pivotal role is responsible for fostering a culture of safety throughout our operations, ensuring compliance with all applicable...

  • Environmental Safety Manager

    2 weeks ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS Manager EMPLOYMENT TYPE: Direct Hire WORK ARRANGEMENT: Onsite SHIFT: Day Shift We are looking for an Environmental Health and Safety (EHS) Manager to lead our organization's safety strategies and policy formulation. This pivotal position is responsible for fostering a culture centered on safety throughout our operations, ensuring compliance...

  • Environmental Safety Manager

    2 weeks ago

    Lowell, Massachusetts, United States RX2 Solutions Full time

    POSITION: EHS ManagerEMPLOYMENT TYPE: Direct HireWORK ARRANGEMENT: OnsiteWe are looking for a dedicated Environmental Health and Safety (EHS) Manager to lead our organization's safety programs and policy formulation. This pivotal position is responsible for fostering a culture of safety throughout our operations, ensuring compliance with all applicable...

  • Lead Product Manager

    1 month ago

    Lowell, Massachusetts, United States UKG Full time

    Here at UKG, our purpose is peopleTM . 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...

  • Financial Analysis Lead

    2 weeks ago

    Lowell, Massachusetts, United States Esri Full time

    Senior Financial Analyst Opportunity at EsriEsri is seeking a proficient Senior Financial Analyst to provide support for various departments, including Managed Services and Benefits. The successful candidate will be instrumental in developing analyses and financial models that facilitate informed decision-making and enhance operational efficiency. A strong...

  • Lead Clinic Nurse Manager

    4 days ago

    Lowell, Massachusetts, United States The Vascular Care Group Full time

    About The Vascular Care GroupWe are a rapidly expanding innovative outpatient practice offering life-changing care for vascular patients. With Board Certified physicians, world-class facilities, and strategic partnerships with local hospitals and networks, we offer a new, convenient model to treat vascular disease.Our BenefitsMedical, dental, and vision...

  • Lead Financial Accountant for Enterprise Solutions

    2 weeks ago

    Lowell, Massachusetts, United States Vaco Full time

    Position: Senior Financial Accountant for Enterprise Solutions Compensation: $100,000 - $115,000 + 12% Bonus Work Arrangement: Hybrid model with 2 days onsite in the Lowell area, Massachusetts Vaco is conducting a confidential search for a prominent player in the BioTech Research sector seeking a Senior Financial Accountant based in the Greater Boston area....

  • Senior Semiconductor Process Engineer

    11 hours ago

    Lowell, Massachusetts, United States Macom Technology Solutions Holdings, Inc. Full time

    Job SummaryMacom Technology Solutions Holdings, Inc. is seeking a highly skilled Senior Semiconductor Process Engineer to join our team. As a key member of our Process Engineering team, you will be responsible for developing and sustaining process technology for our internal semiconductor fab.Key ResponsibilitiesDevelop and implement new process technologies...