ITIL Incident Manager - RelativityOne Service Delivery-19-0863

| Chicago
We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it. The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.
The ITIL Incident Manager is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers. Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption. Works closely with the other ITIL practice managers to identify and minimize the cause/effect relationships between incidents, changes and problems
Our Team is part of Service Delivery organization. We are responsible for full life cycle from deployment to decommissioning of our flagship product in the cloud - RelativityOne. Our team deploys the system, monitors services, applications and infrastructure to ensure the product and services provided to customers are adhering to SLAs between customers and Relativity. We also participate in the projects developing our architecture and improving services. 
The department is staffed worldwide to support the application on a 24x7x365 basis and supports multiple data centers across the globe. We are also an escalation point for the Customer Support team and interface directly with engineering teams to: address service interruption issues, diagnose problems, implement changes, upgrade applications, etc. 

Role Responsibilities:

  • Efficiently manage P1/P2 Incident lifecycle via execution of the Major Incident Management process tasks and coordination of process activities, documentation, and communication across internal and external stakeholders within SLAs throughout the workflow
  • Coordinate, facilitate, communicate across teams/resources across multiple channels to drive resolution of major incidents and ensure all SLAs are met
  • Responsible for documenting the complete incident timeline
  • Escalation of risks and issues to management/executives
  • Coordinating and performing the root cause analysis for P1/P2 incidents
  • Work with customers that are experiencing a significant volume of incidents to communicate incident status in a consistent and coherent manner to enhance customer experience
  • Conduct analysis and provide input regarding incident/major incident trends 
  • Stay current with emerging trends and best practices in service management
  • Work with other ITSM team members to give input to and support our other ITSM processes
  • Complete ad-hoc and ongoing projects on an as-needed basis

Preferred qualifications:

  • ITIL v3/v4 or ITSM Foundation and Intermediate Certification in ITIL Operational Support & Analysis and ITIL Service Operation.
  • Change, Problem and Incident/Major Incident Management experience in a large scale SaaS environment
  • Team player and willing to work toward individual and shared goals

Minimum qualifications:

  • 5+ years of IT experience in technical operational/support role(s), with at least 1 year actively involved in Incident Management and/or Problem Management
  • Extremely organized, attention to detail, great with time management
  • Strong interpersonal and communication skills with ability to effectively communicate, build advocacy and negotiate at all levels and translate technical terms into business impact with both internal and external customers.
  • Ability to analyze trends and understand and interpret data
  • Ability to work to under pressure in a fast paced environment
  • Flexibility to accommodate off hour’s conversation or work with local and international offices

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.
 
We understand career choices are a big decision, and we thank you for considering Relativity.
 
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

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Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We offer a competitive set of benefits and perks from great insurance, to unlimited time off and a zen room!

Culture
Volunteer in local community
We support local organizations through employee-nominated monthly grants and provide a large grant annually to schools within our community. See more: https://www.relativity.com/about-us/giving-back/
Partners with Nonprofits
We work with several organizations such as: Cradles to Crayons, Embarc, Year Up, Greater Chicago Food Depository, After School Matters, Bottom Line, Best Buddies, MakerGirl - and more!
Friends outside of work
Eat lunch together
Intracompany committees
Our community resource groups: B-Rel, Relativity Women of the Workplace, RelAsians, Relativity Pride, F.O.R. (Faces of Relativity) We also have a variety of special interest groups!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
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
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Restricted work hours
In the U.S., we have formal breaks where the office closes between 12/25 - 1/1 and new in 2020, the week of the 4th of July as well!
Company sponsored family events
We have an annual summer picnic where all employees are encouraged to bring family members.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
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!
Parking
We offer employees A parking subsidy.
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
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $3000 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
The Relativity Certified Administrator Exam

Additional Perks + Benefits

We offer a Divvy bike share discount, a discounted gym membership to the gym in the building, DRYV Laundry Service for those who have workout clothes that need washing, a Mother's Room, a Zen Room, fresh fruit, coffee/tea/cold beverages, and much more!

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