Senior 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 m anage 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 , communicat e   across   team s /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   Coordinat e   root cause analysis meetings   Work with customers that are experiencing a significant volume of incidents to communicate incident status in a consistent and coherent manne r 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   processe s   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 goal s   Minimum Qualifications 3   year s   experience   supporting Relativity or   3   year s   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 a bility to   effectively communicate,   build advocacy and negotiate at all levels   and   translate technical terms into business impac t with both internal and external customers.   Ability to work under pressure in a   fast paced   environment   Flexibility   to accommodate off   hour s   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: $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