Senior Incident Manager IRC293867

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 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 next.
• Facilitate 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.
• 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.
• 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.
• 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.