Senior Incident Manager
$101,000–$151,000 year
Hybrid · Illinois, United States
Job Summary
Senior Incident Manager responsible for executing Major Incident processes for P1/P2 incidents with potential or actual significant business/customer impact. Drive the major incident workflow from identification through resolution and root cause analysis with minimal disruption, coordinating across incident managers, problem managers, and SRE to minimize cause/effect relationships between incidents, changes and problems. Efficiently manage the incident lifecycle, document the complete incident timeline, escalate risks to management, facilitate RCA meetings, and communicate incident status to customers during high-incident volumes. Analyze incident trends, stay current with ITIL/ITSM practices, and collaborate with teams on process improvements and ad-hoc projects. Strong leadership, process orientation, and ability to translate technical terms into business impact for internal/external stakeholders; comfortable working under pressure and across time zones.
Required 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.
- 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.
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