Incident Manager

Posting Type

Hybrid

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.

Job Description and Requirements

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

• Responsible for documenting the complete incident timeline

• Escalation of risks and issues to management/executives

• Coordinate 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

• 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

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

Mi nimum qualifications:

• 1 year of experience supporting Relativity or 1 year 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.

• Ability to work under pressure in a fast paced environment

• Flexibility to accommodate off hours conversation or work with local and international offices

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 following values:

$82,000 and $122,000

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. 

Required Skills:

Customer Service, Information Technology (IT) Services, IT Service Management (ITSM), Process Improvements, Project Management, Risk Management, Service Level Agreement (SLA), Service Levels, Services Management, Vendor Management