Incident Manager
Incident Manager
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Job Description
NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone video and in person meetings and communications from emails using the @ domain. If you have any concerns or questions about communications you have received please send them tomso our team members can review.
NetDocuments is the worlds #1 trusted cloudbased content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work exploring new things and recognizing every interaction matters.
NetDocuments provides rewarding career growth in an inclusive diverse environment where employees are encouraged to openly contribute creative ideas and innovation backed by supportive peers and leadership working together to achieve our goals as a unified team.
At our core we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customercentric approach and employee enablement has allowed us to enjoy many accolades including being named among the& 2024 list of Inc. Magazines 5000 FastestGrowing Private Companies in America.
Other recent awards include:
- Twotime winner () National Top Workplaces
- Twotime winner () Top Workplace innovation
- Threetime winner () Top Workplace in the US by the Salt Lake Tribune
- Threetime winner () Best Companies to Work for by Utah Business magazine
- Threetime winner ( 2022) Top Workplace WorkLife Flexibility
- Threetime winner ( 2022) Top Workplace Compensation & Benefits
- 2024 Cultural Excellence
- 2024 Technology Industry
- 2023 Top Workplace Leadership
- 2023 Top Workplace Purpose & Values
- 2022 Top Workplace Employee Appreciation and Employee Well Being
NetDocuments is a hybrid remotefriendly workplace. Come join our team and work inspired each day!
What Youll Do
As a Incident Manager youll be at the heart of keeping our cloud operations running smoothly ensuring incidents are resolved swiftly and effectively. This role is all about bringing calm to the chaosleading critical incident response driving root cause analysis and proactively improving processes to enhance product stability. Youll collaborate across teams navigate highstakes situations with confidence and ensure clear communication at every step. If you thrive under pressure have a sharp problemsolving mindset and know how to align technical resolutions with business needs wed love to speak with you!
You will:
- Lead Incident Response Act as a primary incident manager for major incidents and oversee minor incidents ensuring swift detection classification triage and resolution.
- Ensure Clear Communication Keep relevant stakeholders informed throughout the incident lifecycle providing timely updates and transparency on progress and resolution efforts.
- Coordinate Incident Resolution Engage with subject matter experts (SMEs) and crossfunctional teams to drive effective troubleshooting and resolution.
- Drive Root Cause Analysis (RCA) Lead postincident reviews including 5 Whys discussions to identify root causes and implement corrective actions to prevent recurrence.
- Optimize Incident Management Processes Develop refine and enforce standardized processes procedures and runbooks to enhance incident and problem management efficiency.
- Monitor and Report on Trends Analyze incident trends performance metrics and KPIs to identify patterns and drive continuous improvement in system stability and resilience.
- Ensure SLA Compliance Monitor incident response performance against servicelevel agreements (SLAs) alert stakeholders of potential risks and drive timely resolution.
- Facilitate Change Management Create and execute change requests following NetDocuments processes to ensure controlled and welldocumented system modifications.
- Collaborate with Vendors Professionally coordinate with thirdparty vendors for hardware requests troubleshooting and issue resolution as needed.
- Document and Share Knowledge Maintain clear uptodate documentation including incident reports playbooks and best practices to improve response efficiency and team alignment.
What Youll Need to be Successful
- 12 years of experience in Incident and Problem Management within a corporate environment including handling major incidents.
- Must be able to work a shift from 11 pm to 7 am Mountain Time including participation in a weekend oncall rotation which may involve holidays.
- Prior experience working in a SaaS environment; AWS experience is strongly preferred.
- Handson experience with tools like PagerDuty Datadog and Jira for managing incidents and escalations.
- Familiarity with Microsoft products understanding of Microsoft and Linux server environment ensuring seamless collaboration and troubleshooting.
- Ability to communicate clearly and concisely with technical teams business stakeholders executives and external customers as needed.
- Skilled at breaking down complex technical information into clear nontechnical language for diverse audiences.
- Capable of providing timely widely understood updates throughout the incident lifecycle to ensure alignment and transparency.
- Excels in highstress situations maintaining composure while guiding teams and stakeholders through live incidents.
- Thinks on their feet adapts strategies as needed and maintains control over incident resolution efforts.
- Inspires confidence in response teams and stakeholders ensuring a calm focused and effective incident management process.
What Youll Love About NetDocuments
- The People!
- 90% healthcare premiums company covered
- HSA company contribution
- 401K match at 4% with immediate vesting
- Flexible PTO (typically 3 to 4 weeks a year)
- 10 paid holidays
- Monthly contributions for life activities & wellness
- Access to LinkedIn learning with monthly dedicated time to explore
Compensation Transparency
The compensation range for this position is:$70000 $80000
The posted cash compensation for this position includeson target earnings base salary and variable if applicable. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate such as career level skills experience geographic location qualifications and other jobrelated considerations
Equal Opportunity
NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs job requirements individual qualifications without regard to race color religion sex (including pregnancy) national origin age physical and mental disability marital status sexual orientation gender identity and/or expression military and veteran status or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success and we are committed to providing a work environment free of discrimination and harassment.
Required Experience:
Manager
Employment Type
Full Time
