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Incident and Problem Management Lead

2 months ago

Pleasanton, California, United States BlackLine Full time

Position Overview:

At BlackLine, we are at the forefront of innovation in enterprise applications, providing advanced cloud software solutions that redefine the financial close process. With a commitment to excellence since 2001, we empower finance and accounting leaders worldwide to achieve Modern Finance through our state-of-the-art services.

Role Summary:

The Incident and Problem Management Manager plays a crucial role in maintaining the operational integrity of BlackLine's platform and services. This position is responsible for leading a dedicated team of specialists focused on minimizing service interruptions, identifying root causes, and implementing proactive measures while fostering collaboration across various departments.

Key Responsibilities:

  • Oversee Incident Management processes
  • Manage Problem Management initiatives
  • Conduct Root Cause Analysis investigations
  • Implement Risk Management strategies
  • Facilitate effective Communication
  • Coordinate Customer Communications
  • Establish and enforce standard operating procedures (SOPs) for incident and problem management
  • Collaborate with IT and operations teams to ensure a streamlined incident and problem management workflow
  • Lead the resolution of critical incidents and conduct post-incident reviews to identify areas for improvement
  • Identify recurring incidents, develop preventive strategies, and maintain a comprehensive problem knowledge base
  • Analyze performance metrics, drive continuous improvement initiatives, and report findings to senior management

Qualifications:

A college degree or equivalent experience with a minimum of 7 years in a relevant field is required.

Preferred Skills:

Expertise in JIRA, ITIL, and Confluence is highly desirable. Additional experience in IT infrastructure, networking, and cloud services will be considered an advantage.

Why BlackLine?

As a forward-thinking technology company, BlackLine fosters an environment where creativity and problem-solving are valued. We promote a culture of kindness, openness, and diversity, encouraging unique perspectives and providing opportunities for growth and learning.

In adapting to evolving work environments, we emphasize a balanced approach to virtual and in-person interactions, enhancing collaboration while preserving our vibrant culture.

Compensation:

  • The base salary range is contingent upon experience, skill set, and location. BlackLine offers both short- and long-term incentives, alongside a comprehensive benefits and wellness package.

Employment Type:
FULL TIME