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Incident Manager – Live Site & Requests - Kusto ICM

Bellevue, WA

Who is Blueprint?

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.

What does Blueprint do?

Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.

Why Blueprint?

At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint.

We are looking for an Incident Manager – Live Site & Requests to join us as we build cutting-edge technology solutions!  This is your opportunity to be part of a team that is committed to delivering best-in-class service to our customers.

  • You will be responsible for managing and tracking high volumes of customer requests that come through live site channels in a fast-paced operational environment. This role is ideal for someone who thrives in chaos, can bring structure and organization to evolving workflows, and is committed to ensuring quality and timely customer response. You’ll work closely with internal stakeholders to track, triage, and manage requests, while maintaining clarity and control over priorities, approvals, and communication threads. Your strong project management foundation, attention to detail, and communication skills will be key to success.

    Key Responsibilities

    • Track and manage a high volume of customer requests originating from live site operations.

    • Ensure timely response, accurate routing, and proper escalation of customer issues and approvals.

    • Maintain tracking systems to ensure visibility, accuracy, and accountability across teams.

    • Bring structure and clarity to unstructured processes and workflows through proactive organization.

    • Utilize project management tools to support request flow, timelines, dependencies, and resolution status.

    • Collaborate cross-functionally with operational teams to manage approvals, priorities, and request resolution.

    • Run and interpret predefined queries using Kusto ICM tools to interact with incident tracking systems.

    • Maintain composure under pressure and respond with a solution-oriented mindset during escalations.

    • Communicate updates and timelines clearly, and seek clarification or support when needed.

    Basic Qualifications

    • Minimum 2 years of experience in project management, operations coordination, or a similar role.

    • Minimum 2 years of experience managing tracking systems and customer request workflows.

    • Minimum 2 years of experience working with Kusto ICM tools (e.g., running queries and interpreting results; not necessarily authoring queries).

    • Strong multitasking skills and ability to manage multiple threads of work simultaneously.

    • Clear and proactive communication skills; ability to ask questions and escalate when needed.

    • Must be able to work core hours aligned to Pacific Time (PST).

    • Must have 6–18 months of continued system access availability (e.g., tools, environment, or platforms required for the role).

    Preferred Qualifications

    • Demonstrated experience in live site operations or customer-facing support environments.

    • Familiarity with incident and case management tools (ICM) or similar operational systems.

    • Proven ability to bring calm, balance, and structure to high-pressure situations.

    • Experience in handling manual approvals, request routing, and status communication with internal stakeholders.

    • Strong organizational skills and attention to detail in fast-moving and ambiguous situations.

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: $80,000 to $85,000 USD/annually. The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

  • Medical, dental, and vision coverage
  • Flexible Spending Account
  • 401k program
  • Competitive PTO offerings
  • Parental Leave
  • Opportunities for professional growth and development

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