Posting Type
Hybrid
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.
and Requirements
Role Responsibilities
Efficiently manage P1/P2 Incidentlifecycle viaexecution of the Major Incident Management process tasks and coordination of process activities, documentation, andcommunication across internal and external stakeholders within SLAsthroughout the workflow
Coordinate,facilitate, communicateacrossteamsresources across multiple channelsto drive resolution of major incidentsand ensure allSLAsare met
Responsible for documenting the complete incident timeline
Escalation of risks and issues to management/executives
Coordinateroot 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 analysisand provide inputregardingincident/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 ourotherincident and problem managementprocesses
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 v3v4or ITSMFoundationCertification
Team player and willing to work toward individual and shared goals
Minimum Qualifications
3yearsexperiencesupporting Relativity or3yearsofexperience in technical operationalsupportrole(s),orinvolved in IncidentManagement and/or Problem Management
Extremely organized, attention to detail, great with time management
Stronginterpersonal andcommunication skills with ability toeffectively communicate,build advocacy and negotiate at all levelsandtranslate technical terms into business impact with both internal and external customers.
Ability to work under pressure in afast pacedenvironment
Flexibilityto accommodate offhoursconversation 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:
$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.
Required Skills:
Business Analysis, Customer Service, Documentations, Process Improvements, Project Management, Risk Management, Services Management, SLA Management, Technical Support, Vendor Management
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our SaaS product, RelativityOne, manages large volumes of data and quickly identifies key issues during litigation and internal investigations. We have more than 300,000 users in approximately 40 countries serving thousands of organizations globally primarily in legal, financial services and government sectors, including the U.S. Department of Justice and 198 of the Am Law 200.
