NetDocuments · 5 hours ago
Senior Incident Manager
United States
Full-time
Remote
Mid, Senior Level
$83K/yr - $107K/yr
5+ years expNetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. They are seeking a Senior Incident Manager to lead the effective management, coordination, and resolution of production incidents across their cloud operations environment, ensuring timely resolution and continuous improvement of incident management practices.
Cloud Data ServicesEmailEnterprise SoftwareSaaSSoftware
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
Qualification
Required
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
Bachelor's degree in Information Systems, Computer Science, or a related field
ITIL certification or formal training in IT service management practices
Benefits
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
Company
NetDocuments
NetDocuments enables businesses of all sizes to create, secure, manage, access, and collaborate on documents and email anywhere, any time.
201-500 employees
H1B Sponsorship
NetDocuments has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (2)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$30MKey Investors
Warburg PincusCove Hill PartnersFrontier Growth
2021-05-25Secondary Market
2019-05-14Secondary Market
2017-03-02Acquired
Leadership Team
Josh Baxter
CEO
Kenneth Duncan
CEO
Recent News
Columbia West
2025-12-13
2025-11-25
Company data provided by crunchbase