Incident Commander (IC) IRC305709

GlobalLogic Inc.; Bengaluru; Hybrid; INR 2,400,000 - 3,600,000; Full time

Benefits offered by this job

Flexible work schedules

Work from home opportunities

Paid time off

Learning & Development

Job summary

GlobalLogic in Bengaluru is seeking an experienced Incident Management professional to lead cross-functional technical teams during outages, coordinate on-call engineers, and ensure timely communication. You will drive escalation, restoration validation, PIRs, and post-incident improvements, working with Datadog, Jira, Slack, and PagerDuty, with a strong ITIL foundation.

The role offers a collaborative, flexible environment, opportunities to work across global centers, and the chance to impact

Qualifications

• Operational leadership to lead cross-functional technical teams during outages.
• Calm under pressure with sound judgment and clear communication in high-stress incidents.
• Breadth in distributed cloud systems, preferably AWS, observability stacks (Datadog, Pingdom), and data pipelines.
• Structured written and verbal communication for technical responders to executives and customer teams.
• Hands-on experience with Datadog Incident Management, PagerDuty, Slack, Confluence, and Jira.
• Process discipline focused on SLAs, blameless post-incident reviews, and reliability improvements.
• 2–4 years in incident management, technical operations, SRE, or related operational roles.
• Working understanding of ITIL incident management concepts; certification helpful but not required.
• Comfort with following and improving incident playbooks while balancing judgment during active incidents.

Responsibilities

• 1. Incident Command & Assessment: Validate severity within 15 minutes, mobilize on-call teams, and ensure proper ownership during incidents.
• Escalations & handovers to leadership for Sev 1 incidents and long-running events.
• Maintain clear ownership and avoid duplication of effort during incident response.
• Clarify customer impact and affected services promptly.

Skills

Operational Leadership

Calm Under Pressure

Technical Breadth

Structured Communication

Tooling Proficiency

Process & SLA Driven

Incident Management Experience

ITIL Awareness

Process Orientation

Tools

Datadog Incident Management

PagerDuty

Slack

Confluence

Jira

Job description

AWS/GCP Cloud Operations, DataDog, Incident Management, Project Management, SLO/SLI/SLA Engineering

Requirements

• Operational Leadership: Proven ability to lead cross-functional technical teams and maintain composure, clarity, and decisive command during critical outages.
• Calm Under Pressure: Demonstrates sound judgment, professionalism, and clear communication during stressful, high-pressure situations, helping keep responders focused and aligned.
• Technical Breadth: Strong understanding of distributed cloud systems, ideally AWS-based, observability/monitoring stacks (e.g., Datadog, Pingdom), and data pipeline architectures.
• Structured Communication: Exceptional written and verbal communication skills tailored for audiences ranging from technical responders to executive stakeholders and customer-facing teams.
• Tooling Proficiency: Experience with Datadog Incident Management, PagerDuty, Slack, Confluence, and Jira.
• Process & SLA Driven: Relentless focus on meeting response SLAs, driving blameless postincident reviews, and improving system reliability.
• Incident Management Experience: 2–4 years of experience in incident management, technical operations, SRE, support engineering, or a related operational role, with hands-on exposure to coordinating production incidents.
• ITIL Awareness: Working understanding of ITIL incident management concepts, including incident classification, severity/priority handling, escalation paths, service restoration, communication cadence, and post-incident follow-up. ITIL certification is helpful but not required.
• Process Orientation: Comfortable following defined incident playbooks and improving them over time, while balancing process discipline with practical judgment during active incidents.

Job responsibilities

1. Incident Command & Assessment

• Severity Validation: Confirm or adjust declared incident severity within 15 minutes of assignment based on customer and business impact.
• Response Coordination: Direct and mobilize on-call engineers, product managers, and specialized infrastructure/data platform teams; spin up Zoom bridges and delegate workstreams.
• Escalations & Handovers: Trigger leadership escalations when Sev 1 incidents stall or expand, and lead formal handovers for long-running incidents (>8 hours).
• Command Discipline: Maintain clear ownership, role clarity, and response focus during incidents by ensuring the right people are engaged, duplicate work is reduced, and technical responders remain focused on restoration.
• Impact Clarification: Quickly clarify customer, business, and operational impact, including affected services, degraded functionality, scope of impact, and whether the incident is expanding.

2. Communication Management

• Internal Updates: Author and post timely, structured incident updates to dedicated Slack channels following defined SLAs.
• Cross-Functional Alignment: Partner with SLA Duty, Support Leadership, and Product Managers to ensure status pages, customer communications, and leadership visibility remain synchronized and accurate.

3. Resolution & Closure

• Restoration Validation: Confirm system health against operational metrics, downstream data pipelines, and customer-impact criteria before declaring resolution.
• Incident Record Management: Issue final resolution communications, document timelines and root-cause summaries, and close out incident records in Datadog and Jira within required timelines.
• Timeline & Decision Log: Maintain a clear record of key events, decisions, ownership changes, escalation points, mitigation steps, and customer-impact milestones throughout the incident.

4. Post-Incident Review (PIR) & Continuous Improvement

• PIR Facilitation: Co-lead the Post-Incident Review meeting within 48 hours of resolution for Sev 1/2 incidents.
• Action Item Ownership: Ensure preventive and remediation action items are created in Jira with assignees, priorities, and due dates within 24 hours of the PIR, tracking them through completion

What we offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

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.