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A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio * As a consultant you will serve as a client-facing practitioner who sells, leads and implements expert services utilizing the breadth of IBM's offerings and technologies. A successful Consultant is regarded by clients as a trusted business advisor who collaborates to provide innovative solutions used to solve the most challenging business problems. * You will work developing solutions that excel at user experience, style, performance, reliability, and scalability to reduce costs and improve profit and shareholder value. Your primary responsibilities include: * Shape solutions within Oracle Cloud based on key client requirements following Agile methodology. * Configure and test applications to check that it meets business requirements. * Work under a continued improvement culture, challenging ideas and finding solutions to problems. * Good and Effective Communication skill to understand the requirement and articulate the solution

Job Family Group:

IT&S Group

Job Description:

Let me tell you about the role

Castrol India is currently uses Turfview (be spoke) Distributor Management system management to capture all the secondary sales transaction. In addition, it has a series of other key applications which make up our wider transaction system.  This system will many such API’s interfaces with Customer and other bp system. 
This role will look after deliveries across to support and deliver high quality of customer-focused environment.  
This role is responsible to work closely with business users understand business requirements, eliciting, defining, coordinate with vendor and to ensure that I&E delivers solution that successfully meet those needs, and that our customers experience is positive, and expectations are met.  
Monitor vendor performance (important metric), SLA and budgets.
Need to work closely with business users and ensure system should be compliance as per the Audit requirement. 
BP is a diverse and inclusive workplace.  We are proud of our fairness, equal opportunity and meritocracy which allows our employees to reach their full potential.

The role will be accountable for:

• Focus on operational integrity, assuring operational compliance with architectural and security standards, as well as compliance and policy controls refined by Strategy, Digital Security or other relevant Regulatory, Legal and Compliance functions.
• Ensure development, testing, operations and ongoing improvements to digital products
• Lead development of operational procedures and work instructions, enable to successfully implement maintenance duties, and Change Requests
• Collaborate extensively with technology teams to resolve complex incidents, requests and problems, and will act as technical advisors on major digital projects
• Assure the safe application and adoption of new and changed technology into the environment, working with customers to ensure requirements are met and respond to escalation where needed
• Carry out administrative tasks as needed by bp’s service management processes and Tools (e.g. SNOW, ADO, etc.)

What you will deliver

Reviewing and verifying project documents and participating in product related activities, identifying any risks and vulnerabilities.

The role will be accountable for:
• Focus on operational integrity, assuring operational compliance with architectural and security standards, as well as compliance and policy controls refined by Strategy, Digital Security or other relevant Regulatory, Legal and Compliance functions.
• Ensure development, testing, operations and ongoing improvements to digital products
• Lead development of operational procedures and work instructions, enable to successfully execute maintenance duties, and Change Requests
• Collaborate extensively with technology teams to resolve complex incidents, requests and problems, and will act as technical advisors on major digital projects
• Assure the safe application and adoption of new and changed technology into the environment, working with customers to ensure requirements are met and respond to escalation where needed
• Carry out administrative tasks as needed by bp’s service management processes and Tools (e.g. SNOW, ADO, etc.)
• Domain & technical knowledge
o Sound understanding of DMS system (Distributor Management System)
o Problem solving
o Good understanding of Cloud environment (Azure, AWS), Oracle and SQL database.
o Good understanding of API’s integration (REST APIs,  XML, Python, Java, JSON etc)
o Experience with agile development tools such as Azure DevOps.
o Experience in tools for managing requirements, for example, ADO, SharePoint, Visio etc
o Track record of good interpersonal, written, and verbal communications skills
o Ability to work within a virtual global team environment, self-motivated to work with limited supervision
o Exposure of Statutory compliance and Audit requirement
o Vendor Contract management, KPI tacking, SLA, budget etc.
- Knowledge of ERP (JD Edwards) will be an added advantage.
- Knowledge of latest technologies automation tools like Automation Anywhere, AI/ML, Customer - Relationship Management (CRM), Salesforce, API Designer will be an added advantage.

What you will need to be successful (experience and qualifications)

• Formal qualifications constituting university degrees, examination certificates that confirm a level of educational attainment or licenses. (A Bachelor's (or higher) degree, preferably in Computer Science, MIS/I, )
• ITIL Qualification desirable but not required 
• Prior experience working in an IT support role within a FGMG environment
• Good understanding of DMS (Distributor Management system) 
• Work creatively and analytically in a problem-solving environment
• Good change management skills and delivery assurance experience
• Can resolve conflicting ideas and demands to provide clarity and establish priorities that aligns with business objectives 
• The ability to deliver a message effectively and concisely at all levels, on both a technical and a business level
• Track record of good interpersonal, written, and verbal communications skills
•  Ideally experience with agile development tools such as Azure DevOps and Jira
• Domain & technical knowledge
o Sound understanding of DMS system (Distributor Management System)
o Problem solving
o Good understanding of Cloud environment (Azure, AWS), Oracle and SQL database.
o Good understanding of API’s integration (REST APIs,  XML, Python, Java, JSON etc)
o Experience with agile development tools such as Azure DevOps.
o Experience in tools for managing requirements, for example, ADO, SharePoint, Visio etc
o Track record of good interpersonal, written, and verbal communications skills
o Ability to work within a virtual global team environment, self-motivated to work with limited supervision
o Exposure of Statutory compliance and Audit requirement
o Vendor Contract management, KPI tacking, SLA, budget etc.

- Knowledge of ERP (JD Edwards) will be an added advantage.
- Knowledge of latest technologies automation tools like Automation Anywhere, AI/ML, Customer Relationship Management (CRM) and Business Intelligence (BI), MuleSoft API Designer, ETL Tools will be an added advantage.

Travel Requirement:

Negligible travel should be expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is not available for remote working

Skills:

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us .

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to tackle some of the big, sophisticated challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.

Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better – and how you can play your part in our outstanding team?

Join our Finance Team and advance your career.

The Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer happiness.

Required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. Lead CSRs are the first point of contact for BP telephone based enquiries for Key Customers.

Key Accountabilities-

Functional

• Complete day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable SLA and the customer service functions core values.

• Leverage deep understanding of specific key account customers, processes / systems and act as point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties.

• Get along with customers in a professional, friendly and efficient manner and call out concerns about meeting service levels or deadlines.

• Proactively resolve Key Account customer issues (working with other teams as appropriate):

• Take ownership and resolve sophisticated customer issues.

• Advance activities that are not actioned by assignees.

• Complaint resolution, identification and management of complaint root causes.

• Support GBS activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement

• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.

• Make recommendations on existing knowledge base documents and identify knowledge gaps.

• Build and maintain positive relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.

• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.

• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.

• Ensure standard processes are embedded & adhered consistently throughout the team

• Act as the first point of escalation for the team and for the relevant business collaborators in case of operational issues

• Coach and mentor team members regarding specific processes and issues. Ensure the team is advised and trained about major process changes

• Provide support for new joiners, ensure proper training plan is in place, but also support them during the on the job training period

• Support the development of a team environment which supports continuous improvements. Drive process improvement proactively by adapting to business needs; market changes and proposing new insights for specific process.

• Take ownership of projects related to daily operations

• Enhance the cooperation with other functions and teams within GBS and the wider business to ensure that overall operational objectives are met and customer experience is positively influenced.

• Takes part in calls and communications with the business as assigned by the Team Leader

Education, Experience & Skills-

• Master’s (bachelor) degree level qualification, or equivalent experience, with 8+  years previous experience customer service skills in a telephone environment and or customer services environment preferred.

• Excellent communication skills-both verbal and written

• Strong time-management and task prioritization skills, Strong PC skills including Microsoft Office

• Ability to lead a project for an end to end process.

• Reputation of working effectively across diverse teams and operations

• Strong time management and organisation skills

• Self-starter and able to work independently

• Experience working with root cause analysis

• Excellent collaborator engagement and communication skills

• Strong influencing skills at all levels of the organisation

• Ability to work under pressure & Meet tight deadlines

• Understanding of CI principles and ability to apply and drive solutions

• Able to consistently review and adapt approach and style to meet ever changing requirements

• Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met

Travel Requirement

Negligible travel should be expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us .

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

Job Purpose

The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers and other Consumers in accordance with agreed service levels.

The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer happiness.

Customer Facing  CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually handle customer expectations through various contact channels. CSRs are the first point of contact for BP telephone based enquiries.

Key Accountabilities

Functional

• Implement day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
• Leverage understanding of specific processes / systems and act as the first and second point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
• Provide customer service via the internet, phone, fax and email to support activities including:
  • Account set-up, allocation and delivery issues.
  • Order processing and order fulfilment.
  • Sales order tracking.
  • Supervise supply outages and react accordingly for incoming and existing orders.
  • Retail marketing programme information, policy and product fulfilment.
  • Retail site experience complaints, fuel quality claims, site locator etc.
  • Complaint resolution, identification and management of complaint root causes.
• Log, assign and supervise progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
• Support GBS activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement

• Handle and maintain customer expectations, referencing pre-established service level agreements where applicable.
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain positive relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase efficiency and / or level of service provided.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective improvement execution.

Essential Criteria & Key competencies

Education, Experience

• Educated to A Level standard or equivalent
• Minimum of 12 months previous experience customer service skills in a telephone environment and or customer services environment preferred.

Skills

• Must demonstrate a strong understanding of customers’ needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organisation skills
• Highly motivated
• Intermediate knowledge of MS Office application
• Experience using SAP and/or Siebel is an advantage

Key competencies

• Inbound Document Management - 2
• Sales Order Management - 2
• Sales & Marketing Operations - 2
• Data Management & Control - 2
• Customer Service Delivery Completion - 2
• Business & 3rd Party Systems Knowledge - 1
• Influencing Ability & Negotiation - 1
• Data Gathering & Analysis - 2

We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Agility core practices, Agreements and negotiations, Analytical Thinking, Business Acumen, Commercial Acumen, Communication, Continuous Improvement, Continuous Learning, Creativity and Innovation, customer and competitor understanding, Customer centric thinking, Customer data knowledge, Data Analysis, Data visualization and interpretation, Decision Making, Digital Collaboration, Digital Fluency, Industry knowledge and advocacy, Integrated pricing, Knowledge Sharing, Leading transformation, market, Negotiation planning and preparation, Offer and product knowledge {+ 13 more}

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us .

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

**Job Description Summary**
All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework. There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.
**Job Description**
**Roles and Responsibilities:**
-Execute operational and maintenance tasks for wind turbines across customer-owned wind farms in the region, ensuring seamless functionality.
- Corrective maintenance of wind turbines and perform repair /replacement of electronic components , motors, brushes etc.
-Deliver high-quality service solutions to customers, encompassing operations, SCADA, maintenance, and troubleshooting of wind energy products.
-Proactively plan and execute preventive and predictive maintenance activities for wind turbines to ensure optimal performance.
- Coordinate with cross functional team like ROC , sourcing , engineering, and work on solving site technical issues.
-Support wind energy projects as needed, fulfilling various duties within the scope of operations and maintenance.
-Ensure timely and accurate completion of technical and business documentation.
-Basic knowledge on major component replacement activities.
-Comfortable working at heights for operations and maintenance tasks.
- Realization of internal and external components in wind turbines
- Investigate reported problems and identify/analyze any undesirable trends, made problems for findings
- Comply with instruction and compliance guidelines, as well as company EHS standards and procedures
**Qualifications** :
- Diploma/Degree in Engineering (Electrical, Electronics or Power Electronics or Mechanical or Instrumentation Engineering).
-Min 4 years Wind turbine field service or project experience
-Verbal and written communication skills in English, ensuring effective interaction and clear documentation.
-Work efficiently without direct supervision.
-Customer Service mindset.
-Ability / Willingness to travel domestic and International
**Desired Characteristics:**
-
+ Onshore / wind service experience;
+ Experience using ERP systems such as SAP or Oracle (for example);
+ Experience using project planning tools such as Microsoft Project or Primavera (for example);
+ Exposure to sourcing and supplier qualification processes
+ Experience in TQM audits/ Kaizen / PDR
GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
About The Team:
Incident Management Team, being part of the IT Service Management (ITSM), works cross-functionally with Global Services, Engineering, Cloud Hosting and Management on the effective delivery of UKG's Cloud SaaS offerings.
About The Role:
The Lead Cloud Operations Specialist provides day-day support for all the ongoing incidents and aligns with ITSM's strategic direction. Collaborating directly with the leadership team of ITSM, this position demands a high level of adaptability and quick thinking to achieve success.
Responsibilities Include:
- Defining war room procedures, establishing communication channels, and ensuring all necessary resources (tools, data dashboards) are readily available for incident response
- Leading discussions during war room meetings, keeping the team focused, and ensuring everyone is aligned on priorities
- Capturing key decisions, actions taken, and lessons learned during the incident for future reference
- Take charge of the war room, leading the response team (engineers, support specialists) to diagnose, troubleshoot, and resolve issues impacting the SaaS product(s)
- Gathering and analyzing real-time data to understand the scope and impact of the incident
- Prioritizing actions, delegating tasks, and making critical decisions to resolve the incident efficiently
- Keeping stakeholders (internal and external) informed about the situation, progress, and estimated resolution time
- Enable the swift resolution of incidents, minimize downtime, and implement preventive measures to mitigate future issues
- Drive and facilitate resolution via Teams as an incident commander with excellent executive presence, communications, 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 Review (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
- Be able to coach other 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 supporting a global 24x7x365 incident management team in an enterprise SaaS environment
- 5+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with complex customer base
- 3+ years of working in a Cloud (AWS or GCP or Azure; GCP preferred) environment
- 3+ years of working in a scrum/agile/SRE environment (hands-on experience will be a PLUS)
- 3+ years of working in on-call support rotation model and PagerDuty experience
- 3+ years of working experience with Teams (integrations with PagerDuty and Service Now), Slack, Confluence and Share Point
- 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
- Willingness/Ability to work in shift-based rotation model in a larger enterprise incident management team
Preferred Qualifications:
- Hands-on experience working with the following tools: JIRA, ServiceNow, Salesforce, and Aha and their integrations (e.g. JIRA to PD integration/JIRA to Slack Integration)
- Experience working in an Agile technical environment
- Experience working in a Cloud environment
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email
NOTICE ON HIRING SCAMS
UKG will never ask you for a copy of your driver's license, social security card, or passport during a job interview. For new hires, we do not ask for payment for equipment purchase, cost for training, or to receive onboarding documents. UKG does not make job offers outside of our formal hiring process. To help protect yourself against potential hiring scams, learn more about our formal hiring process, outlined here ( .
ABOUT OUR JOB DESCRIPTIONS
All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
About The Team:
The Incident Management Team, being part of the IT Service Management (ITSM), works cross-functionally with Global Services, Engineering, Cloud Hosting and Management on the effective delivery of UKG's Cloud SaaS offerings.
About The Role:
The IT Service Operations Specialist provides day-day support for all the ongoing customer facing & internal cloud infrastructure related incidents. In addition, they will work closely with the leads on operational improvement initiatives.
Responsibilities:
- Acknowledge incoming incidents via PagerDuty and spin-up a bridge
- Gather the initial information and document them in ServiceNow
- Adopt/Learn the internal automation tools for incident logging and tracking
- Learn various internal product & engineering team structures to effectively lead the bridges/war rooms
- Effectively lead the Incident bridges by taking charge of the room, leading the response teams (engineers, support specialists) to diagnose, troubleshoot, and resolve issues impacting applications to timely mitigate customer-impacting incidents.
- Engage with global communications teams for status page and external customer communications throughout the lifecycle of the incident
- Maintain the quality of the data captured in all the tools used in ITSM (PagerDuty, Service Now, JIRA.etc)
- Learn the new product features for effective management of incident bridges
- Complete all organizational trainings timely
- Thrive under pressure with the ability to stay calm, handle conflict, and partner with other UKG teams to drive resolution
- Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness
Basic Qualifications
- 3+ years of experience supporting a global 24x7x365 incident management team in a SaaS environment
- 3+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with complex customer base
- 1+ years of working in a Cloud (AWS or GCP or Azure; GCP preferred) environment
- 2+ years of working in a scrum/agile/SRE environment (hands-on experience will be a PLUS)
- 2+ years of working in on-call support rotation model and PagerDuty experience
- 2+ years of working experience with Teams (integrations with PagerDuty and Service Now), Confluence and Share Point
- Subject matter expertise in incident management frameworks; awareness of industry standards and best practices
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
- Excellent problem-solving and decision-making skills to identify root causes and implement corrective actions
- Demonstrated ability to collaborate, build credibility, and establish good working relationships with leaders across UKG to ensure solid partnership and alignment
- Willingness/Ability to work in shift-based rotation model in a larger enterprise incident management team
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email
NOTICE ON HIRING SCAMS
UKG will never ask you for a copy of your driver's license, social security card, or passport during a job interview. For new hires, we do not ask for payment for equipment purchase, cost for training, or to receive onboarding documents. UKG does not make job offers outside of our formal hiring process. To help protect yourself against potential hiring scams, learn more about our formal hiring process, outlined here ( .
ABOUT OUR JOB DESCRIPTIONS
All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
**Key responsibilities:**
+ Maintains the support process and ensures that requests for support are handled according to the procedures.
+ Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
+ Identifies and resolves problems following agreed procedures.
+ Carries out agreed maintenance tasks.
+ Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
+ Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
+ Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
+ Prioritizes and diagnoses incidents according to agreed procedures.
+ Investigates causes of incidents and seeks resolution.
+ Escalates unresolved incidents and follows up until incident is resolved.
+ Provides service recovery, following resolution of incidents.
+ Documents and closes resolved incidents according to agreed procedures.
+ Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
+ Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
+ Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
+ Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
+ Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
+ Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
+ Identifies problems and errors prior to or when they occur.
+ Logs all such incidents in a timely manner with the required level of detail with all the necessary.
+ Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
**Knowledge, Skills and Attributes:**
+ Ability to communicate and work across different cultures and social groups.
+ Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
+ Ability to maintain a positive outlook at work.
+ Ability to work well in a pressurized environment.
+ Ability to work hard and put in longer hours when it is necessary.
+ Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
+ Ability to adapt to changing circumstances.
+ Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
+ Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
+ Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent in Information Technology or Computing or related field.
+ Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
**Required experience:**
+ Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
+ Entry level experience in technical support to clients.
+ Entry level experience in diagnosis and troubleshooting.
+ Entry level experience providing remote support in Networking technologies.
+ Entry level experience in relevant technology.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
**Third parties fraudulently posing as NTT DATA recruiters**
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters-whether in writing or by phone-in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us ( ) .

**Who We Are**
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
**The Role**
Are you passionate about delivering exceptional service and revolutionizing the world of technology? We have an incredible opportunity for a talented individual to join our dynamic team as a Delivery Management Lead. In this customer-centric role, you will play a pivotal role in ensuring our customers receive top-notch service within a contractual framework.
As a visionary leader, you will inspire and guide our team of experts to deliver high-quality and reliable information technology services. Working closely with the latest systems, software products, and networked devices, you will align our solutions perfectly with our customers' evolving business needs. Your deep knowledge of the services we provide paired with your understanding of customer businesses, will enable you to propose and implement tailored solutions that exceed their expectations.
You will be an integrated part of our customer account structure, fostering strong relationships with our customers and collaborating closely with our Delivery Partner. Together, you will create an environment that promotes innovation, collaboration, and customer success. By owning the technical and managerial support for our field engineers, technicians, system administrators, subject matter experts, and product support personnel, you will empower them to deliver, manage, maintain, and deploy IT services effectively.
When it comes to troubleshooting incidents, problems, changes, and escalations, you will be at the forefront, providing swift support to fix any issues that may arise in malfunctioning services, operations, software, or equipment. Your expertise will be crucial in ensuring that our systems run smoothly, offering our customers a seamless experience.
As a Delivery Management Lead, you will have the unique opportunity to collaborate with an exceptional team of Delivery Partners, Architects, and SREs (Site Reliability Engineers). Together, you will co-create, design, deploy, and maintain reliable, available, and future-proof systems and services. Your innovative ideas and leadership skills will play a vital role in shaping the technological landscape of our organization and the industry as a whole.
If you are ready to make an impact, drive customer success, and be at the forefront of technological advancements, this is the role for you. Join our team and be part of an exhilarating journey as we reshape the IT services landscape with creativity, passion, and excellence.
Your Future at Kyndryl
Kyndryl has a global footprint, which means that as a Delivery Management Lead at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential - offering a wide range of professional and personal growth opportunities that you won't find anywhere else.
**Who You Are**
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.
Required Skills and Experience
-5+ years of experience leading delivery teams and quality services to customers
-Sound knowledge of Kyndryl competencies, managed platforms, IT services, technology vendors
-Experience in leading teams through incident, problem and change management, as well as root cause analysis
-Ability to partner with Delivery Partner(s) and work with SREs to generate positive customer outcomes
-AIOps hands-on knowledge, automation and innovation-oriented mindset
-Well versed for direct and constant interaction with the customer
-Sympathetic and empowering delivery resource manager, fostering growth
Preferred Skills and Experience
-Bachelor's degree
-Six Sigma, PMP, and/or ITIL certifications
**Being You**
Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.
**What You Can Expect**
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
**Get Referred!**
If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.