Incident Commander IRC277065

Description

GlobalLogic is seeking an experienced and proactive Incident Commander to join our Platform Engineering team and ensure operational excellence across our SaaS environments. You will be the central authority during critical incidents, ensuring a structured, effective, and timely response. You will coordinate technical teams, facilitate communication, drive resolution, and ensure thorough post-incident documentation and follow-up. This role demands calm leadership under pressure, strong technical understanding, and exceptional communication skills.

Requirements

• 5+ years of experience managing critical incidents in SaaS or cloud-based environments.
• Strong understanding of cloud infrastructure (AWS preferred) and DevOps practices.
• Proven experience leading cross-functional teams during high-pressure situations.
• Solid technical background with hands-on knowledge of monitoring and incident management tools.
• Familiarity with JIRA, PagerDuty, New Relic, and collaboration platforms like Microsoft Teams.
• Excellent communication and coordination skills, with the ability to convey complex issues clearly.
• Experience conducting Root Cause Analysis (RCA) and preparing Post-Incident Reports (PIRs).
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Ability to prioritize and perform effectively under pressure in a fast-paced environment.
• Prior experience in a software or technology company is strongly preferred.

Job responsibilities

• Lead and coordinate end-to-end incident response in a 24/7 SaaS environment.
• Act as the primary decision-maker and communication lead during incidents.
• Collaborate with Engineering, Product, and Support teams to drive quick resolution.
• Use tools like JIRA, PagerDuty, New Relic, AWS, and Microsoft Teams for monitoring and coordination.
• Ensure timely updates and clear communication with all stakeholders.
• Track and report uptime, performance, and incident metrics.
• Conduct Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) sessions.
• Document incident timelines, impact, remediation, and preventive measures.
• Drive process improvements to strengthen system reliability and reduce risks.
• Implement proactive strategies to prevent recurrence and enhance resilience.

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.