BlackLine automates and controls financial close processes for midsize and large organizations.

Incident Management Analyst at BlackLine (Remote)

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Job Summary

The Incident Management Analyst plays a pivotal role in ensuring that Blackline's services/infrastructure are available as agreed for BlackLine's clients throughout the world. This role is responsible for the execution and continuous improvement of our Incident and Problem Management processes at BlackLine.

The Incident Management Analyst is responsible for acting as a major incident commander as needed, including after normal business hours; updating key metrics and status for the major incidents; ensuring the root cause analysis process is executed, including leading the root cause team in a blameless postmortem, documenting and tracking root cause action items. Engagement in adjacent operational processes is also in scope of the role.

Roles and Responsibility (list in order of importance)

  • Provide leadership, ownership and manage major incident bridges according to service level guidelines. Organize, facilitate and lead technical teams to work together to resolve major incidents.
  • Keep accurate records of incident timelines and supporting artifacts.
  • Manage internal communications during major incidents to all key internal stakeholders and have the ability to translate business processes into technical services and vice-versa.
  • Ensure post-incident activities, such as incident summary reports and root-cause for outage reports, are managed through to delivery.
  • Create, refine and maintain policies, procedures and operational documentation.
  • Train other BlackLine personnel in the Incident Management process.
  • Define and produces Incident Management reporting KPIs.
  • Drive implementation of standard execution of the Incident Management process.
  • Complete other assignments and special projects as requested.



Required Qualifications

Years of Experience in Related Field: 5+ Years

Education: BS in Computer Science or equivalent work experience

Technical/Specialized Knowledge, Skills, and Abilities: • Work experience in incident management, service management, service delivery or a role with direct client account management or implementing ITIL based methodologies


Previous experience working for a managed IAAS, SAAS, PAAS, network service provider or outsourcing organization, preferred Licenses or Certifications




Preferred Qualifications

  • 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



Working Conditions

  • The work is primarily sedentary in nature.
  • Participation in a 24/7 on call rotation is required

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • NiFiFrameworks
    • HiveFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • DriftCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • WrikeCRM
    • GainsightCRM
    • MarketoLead Gen
    • LushaLead Gen

What are BlackLine Perks + Benefits

BlackLine Benefits Overview

Healthy employees are happier and more engaged. At BlackLine, medical, dental, and vision coverage is taken care of by the company, along with unlimited paid time off and other perks to help you take care of your mental and physical health and wellness.

Your financial wellness matters too. we offer a 401(k) plan with matching, competitive compensation, and an employee stock purchase plan to ensure you keep current with your value in the marketplace and plan for your future. We also offer extensive career and personal development with a wide range of learning opportunities.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
At BlackLine, we feel that paying 100% of our employees’ health benefits is 100% the right thing to do. Medical, dental, and vision are taken care of by the company.
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
BlackLine has been offering company wide virtual fitness classes such as, Aerobics and Yoga!
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
BlackLine provides employees with a 401(k) matching plan.
Company Equity
Employee Stock Purchase Plan
BlackLine offers and Employee Stock Purchase Plan with the ability to buy stock at a discounted price.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
BlackLine hosts company outings several times per year.
Game Room
Our game room includes Ping Pong, Pool Table and Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
We offer employees free on-site garage parking.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We’re better together and know that amazing individuals make amazing teams. We also know that we bond through socializing and shared experiences. That’s how teams gel and support each other.

So, we like to play games together: table tennis, poker, and video games. We encourage company sports leagues and fitness groups. We relax with happy hours and team get-togethers, and we never let a holiday season go by without a celebration.

An Insider's view of BlackLine

What unique initiatives do you have that encourage innovation?

At Backline, we are on a Platform Modernization journey and quality is core to this transformation. This is achieved by adopting Shift Left approach to testing and by developing a reliable Automation Framework and Execution Engine that supports automation for Microservices, EventBus, APIs, UI, mobile etc. across different supported environments.

Versha Pradhan

Director, Engineering

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