Incident Manager

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
As the Incident Manager, RelativityOne Service Delivery you will be responsible for the Incident Management capability. The Incident Manager plays a key role in the customer experience and availability / performance of the Relativity One SaaS platform.

Responsibilities

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

Preferred Experience

  • 3 to 5 years related experience
  • ITIL Foundation Certification (V3 or greater)
  • Possess high-level knowledge and proficiency in project management methodologies and tools, resource management practices, and change management techniques
  • Demonstrated ability to work with multiple stakeholders and prioritize requests
  • Organized, flexible and able to juggle multiple priorities in a fast-paced and ever-evolving environment.
  • Strong leadership, communication and interpersonal skills. You can build strong and fruitful relationships with staff members, internal stakeholders and external parties.
  • Meticulous, results-oriented and able to see projects and initiatives through from inception to final delivery, often in short time frames.
  • Team player and able to wear multiple hats to meet various demands and needs from stakeholders.
  • Analytical, efficient and a quick thinker.
  • Strong documentation skills.
  • Experience in a SaaS environment.

Minimum Qualifications

  • Experience as a process practitioner or process manager for 3 to 5 years working experience in various areas of operational IT services
  • Bachelor's degree or equivalent work experience

#LI-KV1 Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. 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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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.
231 South LaSalle Street, Chicago, IL 60604

Insider's spotlight

What’s the vibe like in the office?

We always have our team members in mind. We treat each other like internal customers, going above and beyond when delivering on any request. These gestures of thanks show our genuine appreciation for one another.

Jessie

Manager, Accounting

How do you collaborate with other teams in the company?

Our colleagues and customers are intelligent—we can learn from them by asking questions and digging a little deeper into the 'how and why' of our software and industry, as everyone brings something different to the table.

Danielle

Manager, Certification

What makes someone successful on your team?

Being great at your job means attacking the tough problems in technology and our industry with enthusiasm, and getting satisfaction from making life better for our customers.

Dan

Architect

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

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