Senior Incident Manager

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 partn