Cloud Operations Manager

4 weeks ago

Bengaluru, Karnataka, India BlackLine Full time

Job Title: Cloud Operations Manager

About the Role:

We are seeking a highly skilled Cloud Operations Manager to join our team at BlackLine. The successful candidate will be responsible for leading the recovery of high-profile technology incidents, ensuring timely and effective communication with internal stakeholders and customers, and driving process improvements to enhance service delivery.

Key Responsibilities:

  • Confidently lead incident response and recovery efforts, utilizing various methodologies and management techniques to restore service and minimize disruption.
  • Act as a single source of status information, delivering clear, timely, and accurate business and technical communications across the organization.
  • Collaborate with cross-functional teams to ensure effective incident and problem management processes, meeting key performance indicators (KPIs) and maintaining high standards of management and reporting.
  • Facilitate post-mortem and root cause analysis (RCA) tasks for high-priority incidents, identifying areas for improvement and driving process enhancements.
  • Produce comprehensive incident and problem reports to stakeholders, highlighting key findings and recommendations for future improvements.
  • Co-own problem management activities for all managed incidents, working closely with internal teams to resolve issues efficiently.
  • Monitor incident and problem management queues to ensure service level agreements (SLAs) and operational level agreements (OLAs) are met.
  • Conduct RCA for escalated incidents and problem management tickets, providing actionable insights to drive process improvements.

Requirements:

  • Bachelor's degree in a related field, such as computer science, information technology, or business administration.
  • Excellent English language writing and speaking skills, with the ability to communicate complex technical information to non-technical stakeholders.
  • 3-5 years of relevant experience in incident response, problem management, or a related field, with a strong understanding of Service Management methodologies, such as ITIL.
  • Professional experience working within organizations aligned to ITIL Service Management practices for incident and problem management, with a focus on global service delivery.
  • Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
  • Excellent documentation skills, with the ability to create clear, concise incident artifacts and reports.
  • Strong communication and interpersonal skills, with the ability to work effectively with internal stakeholders, customers, and external partners.
  • Ability to work in a fast-paced environment, with a focus on delivering high-quality results under pressure.
  • Experience with Exigence incident management tool is a plus.

Why Join BlackLine:

At BlackLine, we are passionate about delivering innovative solutions to empower accounting and finance leaders around the world. Our culture is kind, open, and accepting, with a focus on diversity, equity, and inclusion. We offer a wide range of professional development opportunities, including seminars and affinity groups, to support your growth and development.

Equal Opportunities Employer:

BlackLine is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates from diverse backgrounds and perspectives.

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