The Senior Incident Management Analyst plays a pivotal role in ensuring the availability and reliability of Blackline's products and services worldwide by minimizing impact, identifying root causes, and driving continuous improvement in our incident response processes. Responsibilities include acting as an incident commander when needed, including outside normal business hours - updating key metrics for major incidents, leading blameless postmortems, and preparing customer-facing root cause reports. Translate business requirements into technical actions and ensure alignment between IT services and business needs.
Perform root cause analysis (RCA) and drive post-incident reviews (PIR) with actionable recommendations and deliver the findings, such as incident summaries and root cause reports.
and contribute to department-wide projects and strategic deliverables.
teams to help with preventive measures and risk evaluation ahead of major deployments.
Train and mentor junior analysts
5+ years of experience in IT Operations, Incident Response, or Cybersecurity, including at least 2 years in a senior or lead role.
~ Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
~ Strong understanding of ITIL framework (certification preferred).
~ ServiceNow, Exigence, Jira).
~ Thrive in fast-paced environments while managing multiple projects within established timeframes.
~ Proficient computer skills, including experience with Microsoft Office Suite.
~ Ability to work in a 24/7 environment, including weekend shifts.
~ Proven written and verbal communication skills with multiple levels of an organization, including interaction with senior-level business partners within the company.
~ Familiarity with cloud platforms (AWS, GCP), enterprise monitoring tools (NewRelic, Dynatrace, etc.), Experience in incident management and familiarity with tools like JIRA, Exigence, New Relic, DPA, and Confluence.
ITIL V3/V4 Foundation certification
PagerDuty, Ansible, etc.)
Previous experience working for a managed IAAS, SAAS, PAAS, network service provider environment.
It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself have shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.