Description
GlobalLogic is seeking a professional
Ops Lead- Incident Manager
is responsible for the governance and orchestration of the entireincident management lifecycle for customer-impacting incidents (Sev 1, 2, and 3) across all company product lines. This is aprocess-focused role, not a hands-on technical troubleshooting position. The primary objective is to ensure a consistent andformal process is followed, coordinate key stakeholders, manage communications, and drive post-incident reviews to fostercontinuous learning.
Requirements
Required Skills and Experience
Experience: 10+ years of total experience in Service Management with at least 34 years in a Team Lead or People Management role.Incident Mastery: Expert-level understanding of the Incident Management lifecycle, specifically in a governance-heavy, process-focused environment (not just technical troubleshooting).Frameworks: Deep knowledge of ITIL v3/v4 (ITIL Expert/Managing Professional certification preferred) and Major Incident Management (MIM) best practices.Leadership: Proven ability to manage a team under high-pressure conditions, handle conflict resolution, and drive team performance.Communication: Exceptional executive communication skills (verbal and written). You must be able to summarize complex technical issues into business-impact statements for C-level executives.Analytical Mindset: Ability to derive insights from data to drive strategic improvements in the incident process.
Tools and Platforms
Incident Tracking: Advanced Jira (JQL, Dashboard creation, Workflow management).Documentation: Confluence (Space administration, Template creation).Communication: Internal/External Status Pages, Slack/Teams integrations.Reporting: Tableau, PowerBI, or Jira-native reporting tools.Job responsibilities
Role Summary
We are seeking an experienced
Ops Lead
to guide our Incident Management team. In this player-coach role, you will be responsible for the operational leadership, rostering, and performance management of a team of Incident Managers. Simultaneously, you will act as a senior Individual Contributor, leading the orchestration of critical Sev 1-3 incidents and driving high-level process governance. You will ensure the team adheres to our formal incident lifecyclefrom identification to postmortem.
Key Responsibilities
- Team Leadership & Operational Management Team Oversight: Manage the day-to-day operations of SMT, ensuring 24/7 coverage and seamless shift handovers.
Performance Management: Conduct regular 1:1s, performance reviews, and career development planning for Incident Managers.
Rostering & Resource Planning: Manage shift schedules, on-call rotations, and ensure adequate capacity for surge events.Training & Onboarding: Develop training materials and mentor new hires to ensure a consistent, high-standard approach to incident command.
