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 nextFacilitate 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
Key Experience
* 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 an a retail environment supporting a large e-commerce platform
* Experience of implementing AI tooling and solutions to enhance the incident management service (desirable)
Why work at GlobalLogic
Our goal is to build an inclusive positive culture where everyone can feel comfortable being themselves, empowering our people to create their own high standards and therefore more value. We work together to promote fairness while recognising, valuing and embracing differences - providing a transparent support structure and generous training budget to help our people develop skills to progress their career. Our region also supports a hybrid model which can flex across a wide spectrum of working options determined by our business, customer and individual needs.
You’ll benefit from a comprehensive health and wellness plan, private healthcare (clinical and mental wellbeing), and discounted gym memberships. We offer a fantastic benefits package including a competitive pension scheme and recognition schemes through reward initiatives. Colleagues are entitled to an annual volunteering day – so you can take time to support a cause close to your heart. We also love to stay social at our trips to the zoo, quiz nights, sports events, theater trips and much more.
We are an equal opportunities employer. It is our policy to promote an environment free from discrimination, harassment and victimisation.
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