Senior Incident Manager

Job Overview

The Incident Manager is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers. Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption. Works closely with the other incident managers, problem managers and SRE to identify and minimize the cause/effect relationships between incidents, changes and problems.

• Efficiently manage P1/P2 Incident lifecycle via execution of the Major Incident Management process tasks and coordination of process activities, documentation, and communication across internal and external stakeholders within SLAs throughout the workflow.
• Coordinate, facilitate, and communicate across teams/resources across multiple channels to drive resolution of major incidents and ensure all SLAs are met.
• Document the complete incident timeline.
• Escalate risks and issues to management/executives.
• Coordinate root cause analysis meetings.
• Work with customers experiencing a significant volume of incidents to communicate incident status consistently and coherently, enhancing customer experience.
• Conduct analysis and provide input regarding incident/major incident trends.
• Stay current with emerging trends and best practices in service management.
• Work with other team members to give input to and support our other incident and problem management processes.
• Complete ad-hoc and ongoing projects on an as-needed basis.

• Strong leadership and initiative under pressure.
• Strong procedure and process orientation.
• ITIL v3/v4 or ITSM Foundation certification.
• Team player and willing to work toward individual and shared goals.

• 3 years experience supporting Relativity or 3 years of experience in a technical operational/support role(s), involved in Incident Management and/or Problem Management.
• Extremely organized, attention to detail, great with time management.
• Strong interpersonal and communication skills with ability to effectively communicate, build advocacy and negotiate at all levels and translate technical terms into business impact with both internal and external customers.
• Ability to work under pressure in a fast paced environment.
• Flexibility to accommodate off-hours conversation or work with local and international offices.

Business Analysis, Customer Service, Documentation, Process Improvements, Project Management, Risk Management, Services Management, SLA Management, Technical Support, Vendor Management

• Flexible work arrangements
• Winter break (office closed from Christmas through New Year's Day)
• 401k matching
• Paid parental leave

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between $101,000 and $151,000.

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.