Incident Manager / Business Process Manager IRC284558

Description

The Incident Manager / Business Process Manager is responsible for governing and orchestrating the end-to-end incident management lifecycle for customer-impacting incidents (Sev 1–3) across all product lines. This role focuses on process governance, coordination, and communication rather than hands-on technical troubleshooting. The role ensures consistent incident handling, stakeholder alignment, timely communications, and effective post-incident reviews to drive accountability, compliance, and continuous improvement.

Requirements

• 8–10 years of experience in Incident Management or Service Management with a strong focus on process governance
• In-depth knowledge of formal incident management frameworks such as ITIL and MIM
• Strong communication, coordination, and leadership skills with the ability to guide teams during high-pressure incidents
• Process-driven mindset with an emphasis on governance, accountability, and continuous improvement
• Experience in orchestration and process management roles rather than hands-on technical troubleshooting
• Proficiency with incident tracking and workflow tools such as Jira
• Experience using Confluence for postmortems and process documentation
• Familiarity with managing communications via internal and external status pages

Job responsibilities

• Act as the designated Incident Manager for Sev 1, 2, and 3 customer-impacting incidents
• Orchestrate incident response by coordinating resolution drivers, communication managers, and key stakeholders
• Ensure timely escalation to leadership and engagement of appropriate resources during incidents
• Govern the end-to-end incident management lifecycle, from detection through resolution and post-incident review
• Ensure accurate incident severity classification and adherence to defined incident management frameworks
• Enforce compliance with internal SLOs for communications, leadership notifications, and postmortem timelines
• Own and manage internal incident communications and support external customer communications
• Lead blameless postmortems and ensure corrective and preventive actions are tracked in Jira
• Maintain ownership of incident management policies, procedures, and documentation in Confluence
• Oversee change management compliance with audit and governance requirements
• Support regulatory compliance reporting and participate in internal audits related to emergency services

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

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.