Incident Management Lead

hace 1 mes


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

About the Role

We are seeking a seasoned Incident Management Lead to join our team at Splunk. As a leader in incident management, you will be responsible for owning the response to high-profile customer impacting incidents.

Key Responsibilities

  • Take command of incidents by setting up or taking over a technical bridge call with internal and external partners.
  • Work with subject matter experts (SMEs) to interpret metrics from monitoring tools and create an incident action plan.
  • Ensure that partners understand the issue, action plan, and path to resolution.
  • Set clear incident resolution objectives and timings.
  • Provide direction and time management to keep the resolution effort on track.
  • Host post-incident review meetings for technical root cause analysis.
  • Operate as part of a global team of Incident Commanders and ensure perfect handover of critical issues.
  • Actively participate in team process improvements.

About the Company

Splunk is a leading provider of unified security and observability solutions. Our mission is to build a safer, more resilient digital world.

Requirements

  • 5+ years in incident management or technical support for an enterprise software company.
  • Strong leadership skills.
  • Proven knowledge of incident management frameworks (e.g. ITIL).
  • Demonstrable understanding of distributed systems concepts.
  • Ability to work multi-functionally and influence/implement across groups.
  • Strong critical thinking and decision-making abilities.
  • Good interpersonal skills.
  • Executive presentation skills.
  • Comfortable with ambiguity and dynamic environments.
  • Negotiation, mediation, and conflict management skills.

About You

We are looking for someone who is passionate about incident management and has a proven track record of success. You should have excellent leadership skills and be able to communicate effectively with both technical and non-technical stakeholders.

What We Offer

We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience. In addition, we provide a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.



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