Senior Incident Manager IRC293867

Description

We are looking for an experienced Senior Incident Manager to join our 24/7 Technical Operations team.
You will lead the response to technical outages on our e-commerce platform, coordinating between Engineering, DevOps, and Executive leadership to restore service. When incidents occur you will take responsibility for the end-to-end management and coordination of major and high-severity incidents.

Requirements

You’re experienced in managing incidents and crisis situations — calm under pressure, decisive in command, and confident coordinating responses across teams

You’re an excellent communicator and facilitator — able to produce clear, high‑quality communications suitable for senior stakeholders

Strong technical troubleshooting capability, with the ability to engage credibly with engineers during complex failures

You understand the intersections of operations and technology — and are excited by the opportunity to strengthen them across the business

Ability to translate repetitive incident activity into automation requirements and drive adoption with engineering partners

Experience working in an a retail environment supporting a large e-commerce platform

ITIL certified (desirable); Experience of implementing AI tooling and solutions to enhance the incident management service (desirable)

Job responsibilities

• Take ownership of live incident triage and escalation — assessing impact, setting priorities and coordinating effective responses across teams to meet regulatory expectations
• Lead incident calls and maintain clear, timely communication with stakeholders throughout the incident lifecycle, ensuring accurate documentation and transparent updates through to E2E conclusion
• Run incidents as a decision system, driving clarity on what is known, what is suspected and what action is taken nextFacilitate post-incident reviews (PIRs) that drive genuine improvement — identifying root causes, challenging assumptions and ensuring permanent fixes are delivered and tracked to closure
• Work across our Technical Operations team to coach and mentor other analysts in incident and problem management best practice
  Support operational resilience activities, including scenario testing and crisis management exercises, to strengthen readiness and communication under pressure
• Continuously improve our incident management framework, playbooks and tools — keeping them clear, effective and aligned with best practice
• Build strong relationships across operational, technical, product and customer teams — fostering collaboration and ensuring incidents are managed efficiently and constructively

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.