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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 

NetDocuments is seeking a Senior Incident Manager to lead the effective management, coordination, and resolution of production incidents across our cloud operations environment. In this role, you will serve as the central point of leadership during incidents—ensuring timely resolution, clear communication, and continuous improvement of our incident management practices. 

You will partner closely with CloudOps, Engineering, Security, and external vendors to maintain service 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, facilitating and managing incident bridge calls.
  • Ensure incidents are acknowledged, tracked, escalated, and resolved in accordance with established SLAs.
  • Prioritize incidents effectively, balancing high- and low-severity issues.
  • Escalate incidents appropriately when thresholds or risks are exceeded. 

Communication & Stakeholder Coordination 

  • Provide timely, 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 accurate documentation and reporting of incident status, timelines, and outcomes. 

Process, Documentation & Continuous Improvement 

  • Develop, maintain, and improve incident management processes, procedures, runbooks, and playbooks.
  • Identify gaps 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. 

What You’ll Need to Be Successful 

  • 5+ years of experience in 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 Windows environments.
  • 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 

  • Bachelor’s degree in Information Systems, Computer Science, or a related field. 
  • ITIL certification or formal training in IT service management practices. 

What Will Make You Stand Out 

  • Experience working in a SaaS or highly available cloud 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. 

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: $83,000 - $96,000 

The posted cash compensation for this position includes on target earnings. 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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