Digital Problem Manager Lead

hace 1 día

Alajuela, Alajuela, Costa Rica Splunk A tiempo completo

About Splunk: At Splunk, we aim to build a safer and more resilient digital world. Our unified security and observability platform helps leading enterprises safeguard their digital systems and ensure reliability. What sets us apart is our people – they make Splunk an amazing career destination, earning us numerous awards as a best place to work. As a Splunker, we welcome your authentic self, with "million data points" that bring joy, passion, and uniqueness to the table.

We're Looking for a Senior Role: In this position, you'll join a team of professionals in the Global Incident and Escalation team. They lead and remediate high-severity events with varying scope and impact. This senior role requires someone who can take charge, lead a multi-disciplinary approach in problem management, and collaborate across functions and groups to drive investigation outcomes. We're not seeking those who follow detailed processes only – we need an operations professional comfortable with true problem management and change leadership, capable of analyzing deeply and finding hidden opportunities to continuously improve our products and services for customers.

The Problem Manager Role: This position manages the life cycle of problems, preventing incidents from occurring and addressing them if they do. It involves curating RCA and RCM documentation for critical customer issues, analyzing incident and escalation data, identifying issues, and solving problems through a robust Post Incident Review (PIR) program. The Problem Manager works across the company to find solutions, drives improvement initiatives, and ensures seamless communication.

Your Responsibilities:
Reporting: Manage metrics, categorize incidents, identify trends, clusters, and hotspots to focus on future incident prevention. Your reporting may include proactive trending, seasonal/geography-specific analysis, recurring incident volumes, and high business impact problems.
PIR Meetings: Jointly own and lead post-incident review discussions with Incident Commanders and incident response teams to identify improvement opportunities.
Root Cause Analysis: Establish objective statements on high-severity events for internal and external partners.
Major Problem Management: Conduct detailed reviews on major problems, including root cause analysis and action plans for recurrence prevention.
Handle Incoming Requests: Maintain onboarding materials, problem process documentation, publish Root Cause Messages, and work on Splunk-related projects.
Feedback and Improvement: Drive actionable plans for process/procedure improvements based on feedback from internal/external sources.
Data-Driven Decisions: Influence organizational decisions with data to implement preventive measures and improvements.
Incident Analysis: Conduct in-depth analysis of incidents, manage implementation of root cause fixes, and create knowledge articles.
Awareness and Training: Promote awareness of standard processes for incident management.

Must-Have Qualifications: BS/BA degree with 4 years related experience or 6 years industry experience. Advanced ITIL certification or relevant industry certifications contribute to the experience requirement. Demonstrated analytic capabilities, excellent written and spoken communication skills, and a strong desire to learn and deliver results are essential.

Nice-to-Have Qualifications: Experience building programs or inspiring change and transformation is beneficial. Splunk experience is a plus but not required, as we offer extensive training programs to help you master our products.

Diversity, Equity, and Inclusion: Splunk believes in creating a culture of belonging, supporting employees to bring their authentic selves to work and thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, sexual orientation, marital status, age, physical or mental disability, or any other characteristic.

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