Senior Incident Manager

NetDocuments•Lehi, UT

4d•$83,000 - $107,000•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.