Manage L1 support Readiness - Own All L1 support cases initial response, routing for the Emerald customers Proactive Monitoring & Assurance - Prevent operational disruptions through continuous system and integration oversight. Customer-Specific Intelligence - Deliver tailored health checks aligned to each customer's unique payroll and workforce processes. Operational Risk Prevention - Identify anomalies early and coordinate resolution before customer impact. Proactive Monitoring & Command Center Operations Monitor customer specific integrations, processes, and data flows across UKG platforms using latest technologies such as AI agents and RPA. Proactively detect risks impacting payroll accuracy, workforce data integrity, and downstream processes. Maintain vigilance over inbound and outbound integrations, including third-party vendors and customer-specific feeds. Customer-Specific Health Checks Run tailored system health checks based on each customer's configuration, integrations, and critical processes. Develop and refine monitoring rules aligned to customer priorities and business cycles. Document findings and surface insights that strengthen long-term operational stability. Payroll Assurance & Process Reviews Ensure accuracy of customer payroll activities, validating readiness before payroll close. Identify trends, repeat issues, or emerging risks and recommend preventive actions. Ensure customer-specific payroll calendars, cutoffs, and dependencies are respected and protected. Partner closely with Emerald Experience Managers, Product support, Engineering, Integration teams, and Cloud operations. Initiate proactive escalations when risks are identified, ensuring timely resolution. Contribute to root cause analysis and post-incident reviews to prevent recurrence. Proven ability to deliver results in dynamic environments with a strong focus on customer-centricity, quality, and efficiency. 2+ years of experience in HCM operations, payroll systems, integrations, or technical support, with understanding of payroll processes and dependencies. Strong analytical, problem-solving, and root cause analysis skills, with knowledge of cloud operations, AI, data, and integrations is a plus. Excellent communication skills with flexibility for shift-based work and occasional weekend support.