Support lead IRC279551

Description

An AWS-based internal data mesh platform with approximately 100 data products providing complete vehicle history and analytics. The platform handles several hundred TiB of data, supports over 1500 global users, and enables efficient evaluation of vehicle events to help improve quality processes and customer experience.

Requirements

Proven experience (5+ years) in IT support, technical operations, or a similar role, with at least 2 years in a team leadership or managerial position.

Strong knowledge of ITIL framework and hands-on experience with Incident, Problem, and Change Management processes.

Experience managing multi-tier support teams (L1, L2, L3) with a focus on ticket prioritization and SLA compliance.

Solid understanding of support tools and ticketing systems, particularly ServiceNow and Jira, including dashboard and report generation.

Ability to perform root cause analysis and lead resolution of critical or complex technical issues.

Familiarity with monitoring tools, logs, and troubleshooting methodologies for production systems.

Job responsibilities

Lead and coordinate the support team (L1/L2/L3), ensuring efficient ticket handling and prioritization.
Monitor SLAs and ensure timely resolution of incidents and service requests.
Handle escalations for critical or complex technical issues and drive root cause analysis.
Maintain documentation, including runbooks, troubleshooting guides, and knowledge base articles.
Analyze incident trends to identify recurring issues and implement preventive measures.
Coordinate on-call rotations and ensure smooth handovers between shifts.
Prepare reports and dashboards in ServiceNow and Jira to monitor KPIs (MTTR, ticket volume, SLA compliance).
Collaborate cross-functionally with development, QA, operations, and product teams to improve system stability.
Ensure compliance with ITIL processes (Incident, Problem, and Change Management).
Drive continuous improvement of support processes and foster a culture of accountability and service excellence.

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.