Incident and Problem Management Lead
2 weeks ago
Position Overview:
At BlackLine, we are committed to transforming the landscape of enterprise applications through our innovative cloud software solutions. Our history of excellence in automating and enhancing the financial close process has positioned us as a leader in the industry.
Role Summary:
The Incident and Problem Management Manager plays a crucial role in ensuring the uninterrupted functionality of BlackLine's platform and services. This position requires the leadership of a dedicated team of specialists focused on minimizing service interruptions, identifying root causes, and implementing preventive strategies while working closely with various departments.
Key Responsibilities:
- Oversee Incident Management processes
- Direct Problem Management initiatives
- Conduct Root Cause Analysis investigations
- Manage Risk Assessment and Mitigation
- Facilitate effective Communication strategies
- Engage in Customer Communication efforts
- Establish and implement standard operating procedures (SOPs) for incident and problem management
- Collaborate with IT and operational teams to ensure a cohesive incident and problem management framework
- Lead the resolution of critical incidents and conduct post-incident reviews for continuous improvement
- Identify patterns in recurring incidents, develop preventive measures, and maintain a comprehensive problem knowledge base
- Analyze performance metrics, drive ongoing enhancements, and report findings to senior leadership
Qualifications:
A college degree or equivalent professional experience with a minimum of 7 years in a relevant field is required.
Preferred Skills:
Expertise in JIRA, ITIL, and Confluence is preferred. Additional experience in IT infrastructure, networking, and cloud services will be considered an advantage.
Why BlackLine?
Become part of a forward-thinking organization that values innovative ideas and problem-solving abilities. At BlackLine, we foster a culture of kindness, openness, and diversity, encouraging individual uniqueness and providing ample opportunities for growth and learning.
As we navigate new work environments, we emphasize a balance of virtual and in-person collaboration to enhance teamwork and uphold our company culture.
Compensation:
- The base salary range is determined by experience, skill set, and location. BlackLine offers both short- and long-term incentives, along with a variety of benefits and wellness programs.
Employment Type:
FULL TIME
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