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Senior Incident Manager

Lehi, Utah, United States · Remote - US

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 @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to hrgroup@netdocuments.com so our team members can review.

 

NetDocuments is the world’s #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 2022,  2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. 

Other recent awards include: 

  • Two-time winner (2024, 2023) National Top Workplaces
  • Two-time winner (2024, 2023) Top Workplace innovation
  • Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
  • Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
  • Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility
  • Three-time winner (2024, 2023, 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! 

What You’ll Do 

As a Senior Incident Manager, you’ll 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 chaos—leading critical incident response, driving root cause analysis, and proactively improving processes to enhance product stability. You’ll collaborate across teams, navigate high-stakes situations with confidence, and ensure clear communication at every step. If you thrive under pressure, have a sharp problem-solving mindset, and know how to align technical resolutions with business needs, we’d 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 cross-functional teams to drive effective troubleshooting and resolution. 
  • Drive Root Cause Analysis (RCA) – Lead post-incident 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 service-level 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 well-documented system modifications. 
  • Collaborate with Vendors – Professionally coordinate with third-party vendors for hardware requests, troubleshooting, and issue resolution as needed. 
  • Document and Share Knowledge – Maintain clear, up-to-date documentation, including incident reports, playbooks, and best practices, to improve response efficiency and team alignment. 

 

What You’ll Need to be Successful 

  • Minimum of 3 years of experience in Incident and Problem Management within a corporate environment, including handling major incidents. 
  • Must be able to work a shift from 5 or 6 PM MT to 2 or 3 AM MT, including participation in a weekend on-call rotation, which may involve holidays. 
  • Prior experience working in a SaaS environment; AWS experience is strongly preferred. 
  • Hands-on experience with tools like PagerDuty, Datadog and Jira for managing incidents and escalations. 
  • Familiarity with Microsoft products and environments, 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, non-technical language for diverse audiences. 
  • Capable of providing timely, widely understood updates throughout the incident lifecycle to ensure alignment and transparency. 
  • Excels in high-stress 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 You’ll 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: $70,000 - $85,000 

The posted cash compensation for this position includes on 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 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. 

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