Cloud Operations Specialist

1 month ago

Bengaluru, Karnataka, India BlackLine Full time
Job Opportunity

BlackLine is seeking a highly skilled and experienced Cloud Operations Specialist to join our Cloud Operations team. As a key member of our team, you will be responsible for ensuring timely incident response and Problem Management in a fast-paced and dynamic environment.

Key Responsibilities:
  • Lead the recovery of high-profile, major, and crisis technology incidents within complex environments.
  • Act as a single source of status information, delivering clear, timely, and accurate business and technical communications across the organization.
  • Take joint responsibility in the governance of the Incident and Problem Management end-to-end process with cross-technology teams.
  • Lead and facilitate post-mortem and RCA tasks for high-priority incidents.
  • Produce comprehensive incident and problem reports to all required audiences.
  • Co-own Problem Management activities for all managed incidents.
  • Identify individual and at-scale emerging problems and escalate issues into Problem Management queues.
  • Monitor incident and problem management queues to ensure OLA's are met.
  • Conduct Root Cause Analysis for all escalated incidents and Problem Management tickets.
Requirements:
  • Bachelor's degree in a related field.
  • Excellent English language writing and speaking skills.
  • 3-5 years of relevant experience.
  • Experience of working within organizations aligned to Service Management methodologies such as ITIL.
  • ITIL v3 or ITIL v4 Foundation's certification is beneficial.
  • Professional experience aligned to ITIL Service Management practices for Incident and Problem Management in a global organization.
  • Understanding of the complete incident workflow from incident inception to post-mortem and action item follow-up.
  • Skilled at documenting incident artifacts.
  • Understanding of how to use the 5-whys and/or cause and effect analysis to get to the real root of the problem.
  • Experience operating in multi-platform technology environments.
  • Understanding of Three-Tier architecture design and implementation.
  • Understanding of exposure to SQL, large-scale storage systems, Microservices, and API technologies.
  • Understanding of and exposure to DevOps, Observability, SRE, and Agile.
  • Able to effectively explain technical issues and situations in non-technical terms for business stakeholders.
  • Understanding of general technology concepts, networking, server management, application development, operating systems.
  • Calm under pressure.
  • Participate in overnight and weekend on-call shifts.
  • Wants to rush to the computer when paged with a mindset of resolving the incident quickly and efficiently.
  • Assist in continuous improvement projects.
  • Knowledge and experience with Jira, PagerDuty, MS-Teams, Confluence, monitoring, and logging software search is beneficial.
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.
About BlackLine:

BlackLine is a technology-based company with a sense of adventure and a vision for the future. We are a culture that is kind, open, and accepting, where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.

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 has 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.

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