ITIL Incident Response Manager-21-0824

  • Location: Remote United States
  • Department: Relativity Service Delivery
  • Work Status: Full-time

Overview

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer a hybrid work model and flexible work arrangements?

As the Incident Manager, RelativityOne Service Delivery you will oversee the Incident Management capability. The Incident Manager contributes knowledge in the customer experience and availability / performance of the Relativity One SaaS platform.

Your Role in Action

  • In cooperation with leaders in the RelativityOne Service Delivery team, design and set strategy for the Incident Management capability
  • Plan and manage the Incident Management operating model and associated procedures
  • Monitor the effectiveness of incident management, make recommendations, and guide the continuous improvement of the incident management capability
  • Coordinate and improve interfaces between incident management and the other service management processes to ensure the running of Service Delivery
  • Communicate and work with Customer Service, Product Management, and Software Engineering teams
  • Create and keep process documentation
  • Design and maintain the incident management systems and tools
  • Determine metrics and help build associated reports and dashboards
  • Develop and deliver training 

Your Skills

  • Experience as a process practitioner or process manager for 3+ years working experience in multiple areas of operational IT services
  • Bachelor's degree or equivalent work experience
  • ITIL Foundation Certification (V3 or greater)
  • Have high-level knowledge and proficiency in project management methodologies and tools, resource management practices, and change management techniques
  • Work with multiple team members and prioritize requests
  • See projects through from beginning to final delivery, often in short time frames
  • Team player
  • Documentation skills
  • Experience in a SaaS environment

About Relativity

#LI-Remote

Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.

So, please come as you are. We can’t wait to meet you

Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Unlimited time off
Equity program
Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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