[Hiring] Incident Manager / Business Process Manager @GlobalLogic

Role Description

The 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.

Qualifications

• 4+ 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

Requirements

• Incident Tracking: Jira
• Documentation: Confluence (for postmortems and process documentation)
• Communication: Internal and external status pages

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 and the Communication Manager
  • Ensure the right personnel are involved in resolution efforts and escalate to leadership if additional resources are required
• Process Governance and Accountability
  • Maintain accountability for the entire incident management process, from identification to resolution, monitoring, and postmortem
  • Ensure accurate incident categorization (Sev 1-4) using defined methodologies
  • Enforce adherence to internal SLOs for communications, leadership notifications, and postmortem timelines
  • Act as custodian of all engineering policies and procedures, reviewing and updating them to remain current
  • Oversee and ensure change management activities comply with audit requirements
• Communication Management
  • Own internal communications during incidents, providing regular updates to stakeholders and leadership through internal status pages
  • Support the Communication Manager in preparing and posting external, customer-facing updates
• Post-Incident Management
  • Lead the blameless postmortem process for all incidents, using formal templates in Confluence
  • Create postmortem reports and ensure preventive actions and lessons learned are documented as Jira tickets and assigned to the appropriate engineering teams
• Documentation Ownership
  • Own and manage the SMT Confluence space as the central repository for policies, procedures, and process documentation
  • Maintain all "how-to" articles and ensure policies are accessible and up to date
• Compliance and Reporting
  • For specific US-based incidents involving service loss or emergency services, handle administrative filing of compliance reports with the legal team
  • Participate in semi-annual internal audits related to emergency services compliance

Benefits

• Exciting Projects: Focus on industries like High-Tech, communication, media, healthcare, retail, and telecom
• Collaborative Environment: Expand your skills by collaborating with a diverse team in an open, laidback environment
• Work-Life Balance: Flexible work schedules, opportunities to work from home, and paid time off and holidays
• Professional Development: Regularly organized training programs and professional certifications
• Excellent Benefits: Competitive salaries, family medical insurance, and various bonuses
• Fun Perks: Sports events, cultural activities, and vibrant office spaces