SMT Ops Lead II Lead ii Remote IRC284567

Description

GlobalLogic is seeking a professional Ops Lead- Incident 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
Experience: 10+ years of total experience in Service Management with at least 3–4 years in a Team Lead or People Management role.

Incident Mastery: Expert-level understanding of the Incident Management lifecycle, specifically in a governance-heavy, process-focused environment (not just technical troubleshooting).

Frameworks: Deep knowledge of ITIL v3/v4 (ITIL Expert/Managing Professional certification preferred) and Major Incident Management (MIM) best practices.

Leadership: Proven ability to manage a team under high-pressure conditions, handle conflict resolution, and drive team performance.

Communication: Exceptional executive communication skills (verbal and written). You must be able to summarize complex technical issues into business-impact statements for C-level executives.

Analytical Mindset: Ability to derive insights from data to drive strategic improvements in the incident process.

Tools and Platforms
Incident Tracking: Advanced Jira (JQL, Dashboard creation, Workflow management).

Documentation: Confluence (Space administration, Template creation).

Communication: Internal/External Status Pages, Slack/Teams integrations.

Reporting: Tableau, PowerBI, or Jira-native reporting tools.

Job responsibilities

Role Summary
We are seeking an experienced Ops Lead to guide our Incident Management team. In this “player-coach” role, you will be responsible for the operational leadership, rostering, and performance management of a team of Incident Managers. Simultaneously, you will act as a senior Individual Contributor, leading the orchestration of critical Sev 1-3 incidents and driving high-level process governance. You will ensure the team adheres to our formal incident lifecycle—from identification to postmortem. 

 

Key Responsibilities

1. Team Leadership & Operational Management
Team Oversight: Manage the day-to-day operations of SMT, ensuring 24/7 coverage and seamless shift handovers.

Performance Management: Conduct regular 1:1s, performance reviews, and career development planning for Incident Managers.

Rostering & Resource Planning: Manage shift schedules, on-call rotations, and ensure adequate capacity for surge events.

Training & Onboarding: Develop training materials and mentor new hires to ensure a consistent, high-standard approach to incident command.

KPI Tracking: Define, track, and report on key operational metrics, SLA adherence, Postmortem completion rates to senior leadership.

2. Incident Command (Individual Contributor)
Major Incident Handling: Act as the primary Incident Manager for Sev 1-3 incidents, orchestrating the response across Engineering, Product, and Support teams.

Escalation Point: Serve as the first point of escalation for Incident Managers during difficult triage situations or stalled resolution efforts.

Stakeholder Communication: Manage high-stakes communication with executive leadership during critical outages, ensuring clarity and transparency.

3. Process Governance & Strategy
Process Architecture: Own the continuous improvement of the Incident Management framework. Analyze trends in incident data to identify systemic process bottlenecks and implement changes.

Compliance Lead: Ensure the team is strictly adhering to runbooks, SOPs and other process related documents.

Postmortem Quality Control: Review complex postmortems documents produced by the team to ensure high quality, “blameless” culture, and actionable preventative measures.

4. Documentation & Tools
Knowledge Management: Oversee the structure and accuracy of the SMT Confluence space. Ensure that runbooks and “how-to” guides are not just existing, but actionable and up-to-date.

Tooling Optimization: Act as the administrator/owner for Incident Management workflows in Jira, optimizing fields, and reporting dashboards to suit team needs.

 

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.