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.
Requirements
Required Skills and Experience
- 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.
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.
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, considering service index, impact scope, and time to resolve.
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.
What we offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!
About GlobalLogic
GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.
