Incident Commander

Blackhawk Network•Pleasanton, CA

20h•$113,300 - $234,860•Hybrid

About The Position

The Incident Manager handles critical escalations in the Operation Control Center and is responsible for Class 1–3 incident tickets, driving them to resolution. This role leads coordination between the Control Center and external partners through the incident management process, and serves as the final authority to ensure work is completed as quickly as possible. Decisions require a risk-based approach that considers the consequences of both taking and not taking action. The position is based at Blackhawk Network’s Pleasanton headquarters and follows a hybrid schedule, with remote work and in-office collaboration on Tuesdays and Wednesdays. The role requires a strong understanding of BHN’s software, systems, application stack, middleware, and processes for provisioning and supporting site systems. It also requires technical leadership, sound judgment, clear communication, and the ability to lead experienced staff and cross-functional teams. Candidates should be curious and adaptable regarding emerging technologies and have successfully used AI tools to improve work, processes, or measurable results. Employment is contingent on successfully completing a background check.

Requirements

Solid background in the software and systems used throughout the BHN environment and a complete understanding of the complexity of the BHN application stack.
Well versed in middleware software supporting BHN applications.
Organized and detail-oriented, with the ability to consider the big picture and investigate specific troubleshooting details.
Willingness and ability to take the lead, assume ownership, and use processes to support good business practices.
Confidence and ability to step immediately into a leadership role and earn the respect of experienced staff.
Advanced understanding of technical concepts in a specialized field.
Advanced proficiency in multiple systems technologies used at BHN and demonstrated leadership in at least one area of expertise.
Familiarity with domain technologies sufficient to handle routine day-to-day tasks and issues.
Knowledge of BHN processes and interactions required to provision and support systems on site.
Curiosity and adaptability with emerging technologies, and successful use of AI tools to enhance work, improve processes, or deliver measurable results.
Successful completion of a background check is required for employment.

Responsibilities

Proactively identify potential site issues and take timely initiative to address them.
Provide concise verbal and written communications about incidents and events.
Ensure incident documentation is complete and usable for executive briefings and as a starting point for problem management.
Coordinate activities and provide leadership to Control Center staff, Site Reliability Engineering, Release Management, and cross-functional teams.
Understand how various systems affect the business and guide others in assessing impact.
Keep abreast of emerging industry technologies and assess opportunities for internal deployment.
Lead Class 1–3 incident tickets through the incident management process to resolution, using risk-based judgment.