Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Senior Post Incident Review Analyst is in a highly visible role contributing to Global Relay’s daily service operations in a 24/7/365 environment. Reporting to the Incident and Problem Manager, the Senior Post Incident Review Analyst must be able to handle the full life cycle for incidents and major problems.

The Senior Post Incident Review Analyst operates with cross-functional coordination alongside Technical Support, Customer-Facing teams, Application Support, DevOps, Engineering, IT Operations and Product Management.

The primary objectives of the role will be improving response and resolution times for incidents, driving post incident review / root cause work and culture and ensuring teams complete root cause investigations. These will lead to a measurable reduction in incident occurrence, the development of a portfolio of known problems that can be tracked until completion, and the minimization of impacts for incidents that cannot be prevented.

Your job:

Prepare for Post Incident Review meetings and lead those meetings with your systems knowledge and Previous Development / DevOps experience. Update Post Incident Review Tickets through the meeting to ensure that: All timelines are accurately recorded. All potential actions and risk mitigations suggested are recorded. Any resulting Problem tasks/actions are accurately recorded. All Linked tickets are complete and correctly linked. Regular and proactive tracking, analysis and reporting of previous Incidents and Problems to identify trends, themes and re-occurring Incidents that need focus. Correlating Incidents against known risks to drive prioritization of risk remediation. Challenge teams to ensure the most appropriate solution is found to Service impacting issues. Understand short term tactical approaches and potential risks / complications. Track strategic solutions through to delivery. Prioritize Incidents according to their urgency, severity and impact on the business. Help to improve review of Incident tickets to capture more information that will allow improved reporting and analysis (Root Cause, Trigger, Aggravating Factors, Avoidance failures). Support the leadership of the Incident and Problem management processes. Ensure that adequate resource coverage is in place to respond to reported Incidents according to Global Relay service level objectives. Suggest updates and improvements to the Incident and Problem Manager regarding the Incident and Problem Management process ensuring objectives and goals are clear to users and stakeholders. Assist the Incident and Problem Manager in ensuring internal teams have a clear understanding of their part in Incident and Problem Management, and what the goals are of both processes. Ensure parties are delivering regular updates regarding the Incident status, and next-steps to key stakeholders. Assist the Incident and Problem Manager in ensuring that the customer communication process provides timely Incident updates to customers via our status page, according to our SLO. Be aware of any upcoming system maintenance, updated procedures, and other critical information. Participate in and leading online sessions with key stakeholders, service owners, Application Support, DevOps and IT Ops on topics related to Incident and Problem management and other service quality initiatives. Drive the creation of customer-facing Incident Reports. Lead the Post Incident Review meetings and ensure that there is as short a time as possible between the creation of the PIR ticket and the subsequent PIR meeting. Lead meetings in the absence of Incident and Problem Manager, notably the Post Incident Review Meetings. Occasionally run the regular Root Cause Analysis Review committee meetings. Track preventative measures identified in PIR meetings and hold teams accountable for their implementation. Develop and maintain strong working knowledge of released and to-be-released products and contribute ideas and thoughts on product improvement.

About You:

5+ years of Technical experience in SaaS Incident and Problem Lead. 5+ years of progressive IT working experience that spans a high-level understanding of full stack technologies used in a large enterprise organization. NOTE: this should include an understanding of designing and testing code for performance and other systems constraints. 5+ years of software development and testing and the ability to understand poor design choices. Familiarity of ITIL methodology. The position requires strong communication skills to manage escalations, Incidents, and Problems, liaising cross-functional relationships, and processes throughout the company. Strong ability to collaborate, build consensus, and drive technical decisions with various stakeholder groups. Ability to learn new technical concepts quickly and translate and communicate to a broad audience with varying degrees of technical expertise. Ability to work under high-pressure situations, during critical Incidents that impact customer’s business operations and retain a calm and clear demeanour. Strong inter-personal skills. Ability to lead, work with, and guide multiple personalities to reach a common goal. Ability to think strategically, weigh risks, and apply sound judgment to choose the right path forward during Incidents and during root cause analysis. Proven ability to multitask and prioritize to work towards resolution in a timely manner, while systematically guiding technical teams to follow the Incident Management process and to perform the technical work to restore service. Ability to take a step back, to look for patterns and trends and to present meaningful, data-driven findings to appropriate teams with the goal of continued service improvements. Act as a customer advocate in all aspects of the role. Ability to write technical documentation, including customer-facing post-mortem Incident reports, Incident retrospectives which summarize Incidents and provide corrective actions necessary to help ensure avoidance of future recurrence. Proven proficiency in personnel leadership and workflow assessment. Demonstrated ability to coach staff and provide developmental feedback; provide reporting on this to leadership

Working conditions:

Fast paced/high stress internal and customer facing leadership role. Team coverage is needed from Monday to Friday (flexibility to cater to UK and North American time zones expected). Weekend and off hours availability for scheduled activities, urgent Incidents, and out-of-hours callout for ad hoc escalations may be required on occasion. Overseas travel may be required.

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background. 

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program. 

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base Salary Range:$90,000—$105,000 CAD

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.