Description
GlobalLogic is looking for an Incident Manager / Business Process Manager is responsible for the governance and orchestration of the entire incident management lifecycle for customer-impacting incidents (Sev 1, 2, and 3) across all company product lines. This is a process-focused role, not a hands-on technical troubleshooting position. The primary objective is to ensure a consistent and formal process is followed, coordinate key stakeholders, manage communications, and drive post-incident reviews to foster continuous learning.
Requirements
- 8 -10 years of experience in Incident Management or Service Management with a strong focus on process governance
- Deep understanding of formal incident management frameworks (e.g., ITIL, MIM).
- Strong communication, coordination, and leadership skills with the ability to direct teams under pressure.
- Process-oriented mindset emphasizing governance, accountability, and continuous improvement.
- Experience in a role focused on orchestration and process management rather than direct technical troubleshooting.
Tools and Platforms
- Incident Tracking: Jira
- Documentation: Confluence (for postmortems and process documentation)
- Communication: Internal and external status pages
Job responsibilities
Incident Command and Orchestration
Serve as the designated Incident Manager during Sev 1, 2, and 3 incidents.Coordinate the incident response by engaging and directing the primary stakeholders, including the Resolution Driver (engineering owner responsible for the fix) and the Communication Manager (responsible for external updates).Ensure the right personnel are involved in resolution efforts and escalate to leadership if additional resources are required.
