Incident Management Analyst

Make Your Mark: The Incident and Problem Management Analyst is part of BlackLine’s Cloud Operations group and is jointly responsible for ensuring timely incident response and Problem Management. This is a multi‑discipline role within the Service Management team.

Responsibilities

Responsibilities include major and escalated incident management, Problem Management, internal stakeholder and external customer communications, and reporting. You’ll Get To: Confidently lead the recovery of high‑profile, major and crisis technology incidents within complex environments. Focusing fully on the restoration of service and minimum disruption using various methodologies and management techniques. Acting as a single source of status information, delivering clear, timely and accurate business and technical communications across the organization. Take joint responsibility in the governance of the Incident and Problem Management end‑to‑end process with cross‑technology teams ensuring all KPI’s are met, and a high standard of management and reporting are consistently achieved. Lead and facilitate post‑mortem and RCA tasks for high‑priority incidents. Produce comprehensive incident and problem reports to all required audiences. Co‑own Problem Management activities for all managed incidents. Identify individual and at scale emerging problems and elevate issues into the Problem Management queue. Monitor incident and problem management queues to ensure the OLA’s are met. Conduct Root Cause Analysis for all escalated incidents and Problem Management tickets.

What You’ll Bring

Technical/Specialized Knowledge, Skills, and Abilities:

• Bachelor’s degree in related field
• Excellent English language writing and speaking skills
• Experience of working within organizations aligned to Service Management methodologies such as ITIL
• ITIL v3 or ITIL v4 Foundation’s certification is beneficial
• Professional experience aligned to ITIL Service Management practices for Incident and Problem Management in a global organization
• Understands the complete incident workflow from incident inception, to post‑mortem, and action item follow‑up
• Skilled at documenting incident artifacts
• Understands how to use the 5‑whys and/or cause and affect analysis to get to the real root of the problem
• Experience operating in multi‑platform technology environments
• Understanding of Three‑Tier architecture design and implementation
• Understanding of exposure to SQL, large‑scale storage systems, microservices, and API technologies
• Understanding of and exposure to DevOps, observability, SRE and Agile
• Able to effectively explain technical issues and situations in non‑technical terms for business stakeholders
• Understanding of general technology concepts, networking, server management, application development, operating systems
• Calm under pressure
• Participate in overnight and weekend on‑call shifts
• Wants to rush to the computer when paged with a mindset of resolving the incident quickly and efficiently
• Assist in continuous improvement projects
• Knowledge and experience with Jira, PagerDuty, MS‑Teams, Confluence, monitoring and logging software search is beneficial

We’re Even More Excited If You Have

• Effective time management and organizational skills
• Work independently as well as in a team environment
• Analytical and problem‑solving skills
• Maintain confidentiality
• Working knowledge of continuous improvement
• Handle multiple projects simultaneously within established time constraints
• Proficient computer skills, including experience with Microsoft Office Suite, internet
• Perform under strong demands in a fast‑paced environment
• Work professionally with customers and co‑workers to efficiently serve our customers, treating both with enthusiasm and respect
• Display empathy, understanding, and patience with employees and external customers
• Respond professionally in situations with difficult employee/vendor/customer issues or inquiries
• Ability to work in a 24/7 environment
• Proven written and verbal communication skills with multiple levels of an organization, including interaction with senior level business partners within the company
• Must work well under pressure, balancing multiple priorities and objectives, handles conflict well with engineers and leadership during incident situations
• Experience working with the Exigence incident management tool is a plus
• Thrive at BlackLine

Thrive at BlackLine Because You Are Joining

A technology‑based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem‑solving skills, and be part of a winning team at the world’s most trusted name