Senior Incident Management Analyst

It's fun to work in a company where people truly believe in what they're doing!

At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.

Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.

Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

Work, Play and Grow at BlackLine!

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. The ideal candidate will possess deep analytical skills, strong communication capabilities, and a solid technical background in IT infrastructure, cybersecurity, and/or service delivery.

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. This role also engages in related operational processes, including change and release management.

• Lead major incident response efforts according to service-level guidelines. Organize, facilitate, and lead technical teams to work together to resolve major incidents.

• Design and continuously improve incident response frameworks, including playbooks, runbooks, and escalation paths, to support efficient incident handling. Translate business requirements into technical actions and ensure alignment between IT services and business needs.

• Act as the primary escalation point for critical incidents, ensuring timely communications and proper documentation.

• 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.

• Support team initiatives and contribute to department-wide projects and strategic deliverables.

• Collaborate with Change and Release Management teams to help with preventive measures and risk evaluation ahead of major deployments.

• Train and mentor junior analysts in best practices for incident handling and escalation.

• 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).

• Hands-on experience with ITSM platforms (e.g., ServiceNow, Exigence, Jira).

• Thrive in fast-paced environments while managing multiple projects within established timeframes.

• Strong analytical and problem-solving skills with a proven ability to remain calm and effective under pressure, manage multiple priorities, and collaborate with technical and leadership teams during high-stress incidents.

• Proficient computer skills, including experience with Microsoft Office Suite.

• Demonstrated professionalism, empathy, and effective communication when working with customers, vendors, and internal teams - even in challenging or high-stakes situations.

• 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.), and CI/CD pipelines.

• Comfortable working in a sedentary, desk-based role

• Experience in incident management and familiarity with tools like JIRA, Exigence, New Relic, DPA, and Confluence.

• ITIL V3/V4 Foundation certification

• Knowledge of automation/orchestration tools (e.g., PagerDuty, Ansible, etc.)

• Previous experience working for a managed IAAS, SAAS, PAAS, network service provider environment.

• Proactive mindset with a continuous improvement approach.

• 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 in Finance Automation!
• A culture that is kind, open, and accepting. 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.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. 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.

Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.

BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.

BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.