Rapid Response Team Lead

hace 1 semana


San José, San José, Costa Rica Splunk Inc A tiempo completo

About Us

Splunk Inc. is a leader in unified security and observability platforms, dedicated to building a safer and more resilient digital world.

We're committed to creating an amazing career destination where our people thrive. Our technology may be cutting-edge, but it's our team members who make us stand out as one of the best places to work.

What We Do

The Rapid Response Team (RRT) plays a critical role in ensuring the smooth operation of our services. As an RRT Manager, you'll provide day-to-day leadership and guidance to this team, overseeing the intake of customer incident and escalation requests.

Your primary goal will be to assess the nature of each incident, determine the necessary resources for resolution, and implement processes that lead to improved time-to-detection, response, and resolution.

Key Responsibilities

  • Provide leadership and direction to the rapid response team
  • Partner with peers globally to ensure adequate coverage models, training plans, and consistent delivery methods
  • Collaborate with Problem Management and other teams within the Splunk Ecosystem to identify opportunities for automation and process improvement
  • Represent the Rapid Response Team in meetings and process changes, making recommendations on new procedures and processes
  • Mentor new team members and contribute to the development of training plans
  • Monitor team performance, including tracking metrics and adherence to quarterly training plans
  • Act as a liaison between various teams, such as monitoring teams, Global Support, and leadership
  • Solve issues and participate in on-call support, ensuring stability and performance of Splunk products

Requirements

  • 2-4 years of experience in a manager or team lead role in technical support, cloud operations, or a similar incident/escalation role
  • Flexibility to work non-standard hours, including evenings and weekends
  • Understanding of cloud services, such as AWS, Azure, or GCP
  • Experience working with frameworks like ITSM, ITIL, or DevOps
  • Hands-on experience with Linux/UNIX servers in a production environment
  • Calm and collected in stressful situations, with a high level of collaboration and problem-solving skills


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