ITIL Incident Manager at Relativity

Posting TypeHybridJob OverviewThe 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 ResponsibilitiesEfficiently 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 workflowCoordinate, facilitate, communicate across teams/resources across multiple channels to drive resolution of major incidents and ensure all SLAs are metResponsible for documenting the complete incident timelineEscalation of risks and issues to management/executivesCoordinate root cause analysis meetingsWork with customers that are experiencing a significant volume of incidents to communicate incident status in a consistent and coherent manner to enhance customer experienceConduct analysis and provide input regarding incident/major incident trendsStay current with emerging trends and best practices in service managementWork with other team members to give input to and support our other incident and problem management processesComplete ad-hoc and ongoing projects on an as-needed basisThe scheduled time for this role is during US weekday afternoon and evenings.This role requires participation in our team's rotating on-call rotation for backup weekend coveragePreferred qualifications: Strong leadership and initiative under pressureStrong procedure and process orientationITIL v3/v4 or ITSM Foundation CertificationTeam player and willing to work toward individual and shared goalsMinimum qualifications:Experience supporting Relativity or 3 year of experience in technical operational/support role(s), or involved in Incident Management and/or Problem ManagementExtremely organized, attention to detail, great with time managementStrong 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 environmentFlexibility to accommodate off hours conversation or work with local and international officesRelativity 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:$122,000 and $182,000The 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.