Senior Analyst / Lead / Manager (Incident Manager / Business Process Manager) IRC284562

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

• 4 -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.

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

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.