Manager, Continuity & Response

Clio; Vancouver, Calgary, Toronto; Hybrid; CAD 120,000 - 180,000; Full time

Job summary

Clio is seeking a Manager, Continuity & Response to lead its Business Continuity and incident response programs. You will own the roadmap, coordinate cross‑functional teams, design exercises, and drive improvements in DR readiness and crisis handling.

You will stay hands-on with tabletop scenarios, tooling configuration, and data analysis, influencing executives and product teams to strengthen resilience. Strong communication and decision-making under pressure are essential.

Qualifications

• Hands-on experience owning incident management and/or disaster recovery programs at a technology or SaaS company.
• Trained and fluent in the Incident Command structure, and able to apply it under pressure.
• Direct experience with Crisis Management Teams and resilience practices at tech firms.
• Proven track record writing and facilitating tabletop exercises and driving actions.
• Experience coordinating end-to-end DR tests: planning, execution, reporting, approvals.
• Hands-on administration of an incident management platform (e.g. incident.io, PagerDuty, FireHydrant, Opsgenie).
• Strong grasp of DR/BC fundamentals (RTO/RPO, recovery tiers) and cloud architecture implications.
• Comfortable with AI to accelerate objectives and share insights with teams.
• Decisive, with a bias to action and clear communication across engineers, executives, and customers.
• Ability to navigate ambiguity and maintain calm under pressure.

Responsibilities

• Design and run tabletop exercises — write scenarios, facilitate, capture gaps.
• Turn tabletops and DR findings into actionable plans and drive to completion.
• Keep disaster recovery current with plans, tiers, targets, and runbooks.
• Coordinate and lead DR tests, document results and share executive reports.
• Manage the incident management tooling and define types, severities, and automations.
• Own incident metrics: detect time, resolution time, and process improvements.
• Define and defend the resilience roadmap with leadership and partners.
• Provide crisis leadership using the Incident Command structure.
• Collaborate on cyber resilience planning with Security, IT, and Eng teams.
• Leverage AI to accelerate resilience goals and enable better decision-making.
• Communicate clearly for internal reporting and external/customer updates.

Skills

Incident management

Disaster recovery

Crisis management

Tabletop exercises

DR tests

Incident management platform

Education

CBCP certification

CISM

PMP

Tools

incident.io

PagerDuty

FireHydrant

Opsgenie

Job description

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

This role sits within Clio's Security and Compliance organization and owns the programs that keep Clio resilient when things go wrong: incident management and disaster recovery. It's a cross-cutting function — you'll work cross functionally with Production Engineering, Corporate Security, IT, Communications, and product teams to make sure that when an incident or disaster hits, Clio responds fast, recovers cleanly, and gets better afterward. This is a program you'll have the opportunity to improve, own and shape.

About the Role

As Manager, Continuity & Response you oversee Clio's Business Continuity program to ensure readiness and response capabilities are active, tested, and up-to-date. You will be collaborating with other leaders across the organization to improve the incident management and disaster recovery programs end-to-end: the tooling, plans, exercises, tests, metric definitions, and follow-through that turns lessons into durable improvements. You are a coordinator and a program leader — your job is to make sure the right people, playbooks, and structures are in place so that when Clio is under pressure, the response is fast, calm, and effective.

This is a Manager level role at Clio and it carries manager-level scope and accountability: you own a roadmap, you drive outcomes that show up in company results, you are the voice of resilience with senior partners, and you bring clarity to ambiguous, high-pressure situations. You'll stay hands‑on — designing tabletop scenarios, configuring incident tooling, and analyzing incident data — while operating with the judgment, decision‑making framework, and cross‑functional influence expected of a manager.

What You'll Do

• Design and run tabletop exercises — departmental, team‑specific, and scenario‑specific — from writing the scenario and injects through facilitation, and capture the gaps they surface.
• Turn lessons into action — convert findings from tabletops, DR tests, and real incidents into action plans, drive them to completion with the owning teams, and hold the loop closed.
• Keep disaster recovery current — ensure DR plans, recovery tiers, RTO/RPO targets, and runbooks keep pace with Clio's evolving architecture.
• Coordinate and lead DR tests — assist in scheduling and overseeing failover and recovery exercises, documenting results, and circulate reports for review and executive approval.
• Manage the incident management tooling — administer the incident management platform: define incident types, severities, response flows, escalations, roles, and automations.
• Own the incident metrics — track and interpret incident statistics and trends (frequency, time‑to‑detect/resolve, effort distribution, recurrence), surface where time is being spent well or poorly, and identify redundancies and process changes that make response more effective.
• Own and defend the resilience roadmap — propose improvements, sequence the program, and educate leadership and partner teams on why it's the right thing to invest in.
• Be the connective tissue in a crisis — bring structure and clarity to live incidents and crisis‑management escalations using the Incident Command structure.
• Partner on cyber resilience — work with Security, IT, and Production Engineering on recovery and resilience planning scenarios.
• Leverage AI effectively — use AI to assist and accelerate your objectives, modelling good, effective AI use for the teams you collaborate with.
• Communicate for trust — maintain the standards for internal situation reporting and external/customer communication clear, timely, and factual.

What You Bring

Required

• Hands‑on experience owning incident management and/or disaster recovery programs at a technology or SaaS company.
• Trained and fluent in the Incident Command structure (or an equivalent major‑incident framework), and comfortable bringing that structure to bear under pressure.
• Direct experience with Crisis Management Teams at tech companies — their workflows, practices, and how they train and test — and how a resilience program supports them.
• Demonstrated track record writing and facilitating tabletop exercises and driving the resulting action items to completion.
• Experience coordinating DR tests end‑to‑end: planning, execution, results reporting, and shepherding reports through approvals.
• Hands‑on administration of an incident management platform (e.g. incident.io, PagerDuty, FireHydrant, Opsgenie).
• Strong grasp of DR/BC fundamentals — RTO/RPO/RTA, recovery tiers, service prioritization, backup and recovery strategy — and how they map onto a modern cloud architecture.
• Comfortable and effective with AI — you actively use it to work faster and better, and can bring others along.
• A deliberate decision‑making approach and strong bias to action — you make fast, high‑quality calls under uncertainty.
• Excellent written and verbal communication — able to move between an engineer, an executive, and a customer‑facing team without losing the thread.
• Comfort with ambiguity and change — you can be dropped into a messy situation to bring clarity.

Preferred

• Experience partnering with SecOps/IR on cyber recovery (ransomware, clean‑room/immutable backup recovery).
• Familiarity with ITIL / major incident management practices and SLA‑driven prioritization.
• Experience running blameless post‑incident reviews and building the metrics/reporting that track program health over time.
• Certifications such as CBCP, MBCP, ABCP, CISM, CISA, CRISC, ITIL, or PMP.
• Experience building a resilience program through toward maturity.

What Makes You a Great Fit

• You own the outcome — when a job isn't getting done, you navigate the org to the right owner.
• You bring a player‑coach posture — senior enough to shape the program and defend the roadmap, hands‑on enough to write the scenario, configure the tool, and read the data yourself.
• You're calm and clear under pressure, and that steadiness is something the people around you feel and borrow during a real event.
• You treat failure as a source of learning, not blame — every incident and every test makes the program sharper.

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

Summary:

About the Team

This role sits within Clio's Security and Compliance organization and owns the programs that keep Clio resilient when things go wrong: incident management and disaster recovery. It's a cross‑cutting function — you'll work cross functionally with Production Engineering, Corporate Security, IT, Communications, and product teams to make sure that when an incident or disaster hits, Clio responds fast, recovers cleanly, and gets better afterward. This is a program you'll have the opportunity to improve, own and shape.

About the Role

As Manager, Continuity & Response you oversee Clio's Business Continuity program to ensure readiness and response capabilities are active,