Incident Commander

As an Incident Commander at GlobalLogic, you will play a crucial role in ensuring operational excellence across SaaS environments by leading end-to-end incident response and coordinating with technical teams during critical incidents. Your responsibilities will include: - Leading and coordinating incident response in a 24/7 SaaS environment. - Acting as the primary decision-maker and communication lead during incidents. - Collaborating with Engineering, Product, and Support teams for quick resolution. - Utilizing tools like JIRA, PagerDuty, New Relic, AWS, and Microsoft Teams for monitoring and coordination. - Ensuring timely updates and clear communication with all stakeholders. - Tracking and reporting uptime, performance, and incident metrics. - Conducting Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) sessions. - Documenting incident timelines, impact, remediation, and preventive measures. - Driving process improvements to enhance system reliability and reduce risks. - Implementing proactive strategies to prevent recurrence and enhance resilience. Qualifications required for this role include: - 5+ years of experience managing critical incidents in SaaS or cloud-based environments. - Strong understanding of cloud infrastructure (AWS preferred) and DevOps practices. - Proven experience leading cross-functional teams during high-pressure situations. - Solid technical background with hands-on knowledge of monitoring and incident management tools. - Familiarity with JIRA, PagerDuty, New Relic, and collaboration platforms like Microsoft Teams. - Excellent communication and coordination skills, with the ability to convey complex issues clearly. - Experience conducting Root Cause Analysis (RCA) and preparing Post-Incident Reports (PIRs). - Strong analytical and problem-solving skills with a focus on continuous improvement. - Ability to prioritize and perform effectively under pressure in a fast-paced environment. - Prior experience in a software or technology company is strongly preferred. GlobalLogic offers a culture of caring, continuous learning and development opportunities, interesting and meaningful work, balance and flexibility, and is known as a high-trust organization where integrity is key. As a trusted digital engineering partner, GlobalLogic collaborates with forward-thinking companies to transform businesses and redefine industries through intelligent products, platforms, and services.,