Senior Incident Manager

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NetDocuments is the worlds #1 trusted cloud-based 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 customer-centric approach and employee enablement has allowed us to enjoy many accolades including being named among the& 2024 list of Inc. Magazines 5000 Fastest-Growing Private Companies in America.

Other recent awards include:

• Two-time winner () National Top Workplaces
• Two-time winner () Top Workplace innovation
• Three-time winner () Top Workplace in the US by the Salt Lake Tribune
• Three-time winner () Best Companies to Work for by Utah Business magazine
• Three-time winner ( 2022) Top Workplace Work-Life Flexibility
• Three-time 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 remote-friendly workplace. Come join our team and work inspired each day!

WhatYoullDo

NetDocuments is seeking a Senior Incident Managerto lead the effective management coordination and resolution of production incidents across our cloud operations this role you will serve as thecentral pointof leadership during incidentsensuringtimelyresolution clear communication and continuous improvement of our incident management practices.

You will partner closely withCloudOps Engineering Security and external vendors tomaintainservice reliability and operational excellence. Beyond day-to-day incident response you will help mature our incident management processes documentation and metrics to support a scalable resilient SaaS platform.

You will:

Incident Management & Response Leadership

• Lead the identification triage escalation and resolution of incidents to minimize customer and business impact.
• Act as the incident commander during major incidents facilitatingand managing incident bridge calls.
• Ensure incidents are acknowledged tracked escalated and resolved in accordance withestablished SLAs.
• Prioritize incidents effectively balancing high- and low-severity issues.
• Escalate incidents appropriately when thresholds or risks are exceeded.

Communication & Stakeholder Coordination

• Providetimely clear and professional communication to internal stakeholders throughout the incident lifecycle.
• Coordinate with Engineering CloudOps Security vendors and data center partners during incident response.
• Ensure accuratedocumentation and reporting of incident status timelines and outcomes.

Process Documentation & Continuous Improvement

• Developmaintain and improve incident management processes procedures runbooks and playbooks.
• Identifygaps in documentation and incident workflows and drive corrective actions.
• Conduct or oversee post-incident reviews and root cause analyses (RCA).
• Partner with Problem Management teams to ensure corrective and preventative actions are tracked and completed.

Metrics Reporting & Operational Excellence

• Track and report on incident KPIs trends and systemic issues.
• Analyze incident data to identify recurring problems and opportunities for improvement.
• Support the ongoing maturity of NetDocuments incident management and operational resilience practices.

Team Leadership & Enablement

• Oversee and support incident response teams during active incidents.
• Train and mentor team members on incident processes tools and best practices.
• Promote a calm professional and accountable incident response culture.

WhatYoullNeed to Be Successful

• 5 years of experiencein incident management production support NOC SRE or cloud operations roles.
• Demonstrated experience leading major incident response efforts in a production cloud-based environment.
• Proven ability to lead incident bridge calls and coordinate cross-functional response teams under pressure.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Solid understanding of incident management problem management and corrective action processes.
• Technical knowledge of Linux and Windowsenvironments.
• Ability to remain calm organized and effective during high-severity incidents.
• Excellent communication and interpersonal skills with the ability to engage stakeholders at all levels.
• Strong organizational and time management skills with the ability to manage multiple incidents simultaneously.
• Willingness and ability to train and support team members as needed.

Preferred Qualifications

• Bachelors degree in Information Systems Computer Science ora relatedfield.
• ITIL certification or formal training in IT service management practices.

What Will Make You Stand Out

• Experience working in a SaaS orhighly availablecloud environment.
• Familiarity with ITIL-based incident and problem management frameworks.
• Experience improving incident metrics dashboards and operational reporting.
• Background collaborating with vendors and third-party service providers.

WhatYoullLove 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: $83000 - $96000

The posted cash compensation for this positionincludesontarget earnings. Some roles may qualify for overtime pay. Individual compensation packages aredeterminedbased onvarious factorsspecific to each candidate such as career level skills experience geographic location qualifications and other job-related 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.