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Incident Management Team Lead
hace 3 semanas
Company Overview
Splunk is a leading provider of unified security and observability platforms. Our mission is to build a safer and more resilient digital world, where customers can rely on our technology to keep their systems secure and reliable.
We're proud to be recognized as a best place to work, with a culture that values diversity, equity, inclusion, and belonging. We believe in creating an environment where employees can bring their authentic selves to work, thrive, and make a meaningful impact.
Job Description
As a member of the Splunk Support Incident Management Team, you'll play a critical role in owning the response to high-profile customer-impacting incidents. You'll be part of a global team of incident commanders, responsible for handling high-severity incidents from initial triage through after-action review.
In this role, you'll take charge in high-stress situations, providing direction to both customer personnel and Splunk engineers to drive expeditious resolution of incidents. You'll work closely with SMEs to interpret key metrics from monitoring tools and facilitate discussions aimed at building incident action plans.
Key Responsibilities
- Take command of incidents by setting up or taking over a multi-functional technical bridge call, comprised of internal and external partners.
- Work with SMEs to interpret key metrics from monitoring tools and facilitate a discussion aimed at building an incident action plan (and a backup plan if appropriate).
- Ensure that the partners have a deep understanding of the issue, the action plan, and the path to resolution.
- Host post-incident review meetings to assist in the technical root cause analysis.
- Operate as part of a 24X7 global team of Incident Commanders and ensure perfect handover of critical issues to other regions.
- Actively participate and drive team process improvements.
- Partner with outside groups to ensure cross-training opportunities are realized.
Requirements
- 5+ years in incident management or technical support for an enterprise software company.
- Strong leadership skills.
- Proven knowledge of incident management and problem management frameworks (e.g., ITIL) as there will be cross-functionality responsibilities.
- Demonstrable understanding of distributed systems concepts.
- Ability to work multi-functionally and to influence/implement across groups.
- Strong critical thinking, decision-making abilities.
- Good interpersonal skills, both verbal and written.
- Executive presentation skills.
- Work well in dynamic changing environments and is comfortable with ambiguity.
- Negotiation, mediation, and conflict management skills.
- Knowledge of Jira, SFDC, Confluence is a plus.
- Basic understanding of cloud technology.
- Experience with internal and external communication.
- Ability to articulate & translate complex, technical information into easily digested and understood, jargon-free terms.
About Us
Splunk is committed to creating a culture of belonging, where employees feel valued, respected, and empowered to contribute their best work. We're proud to be an equal opportunity employer, dedicated to diversity, equity, inclusion, and belonging.
Benefits
We offer a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings, paid time off, and opportunities for professional growth and development.
