Senior Incident Manager

Role Responsibilities

• 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, 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
• Cook up root cause analysis meetings
• Work with customers that are experiencing a significant volume of incidents to communicate incident status in a consistent and coherent manner to enhance customer experience
• Conduct analysis and provide input regarding incident/major incident trends
• 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

Preferred Qualifications

• 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

Minimum Qualifications

• 3 years experience supporting Relativity or 3 years of experience in technical operational/support role(s), or 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.

Required Skills

• Business Analysis
• Customer Service
• Documentations
• Process Improvements
• Project Management
• Risk Management
• Services Management
• SLA Management
• Technical Support
• Vendor Management

Pay

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.

Schedule

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