Rapid Response Team Manager

hace 2 semanas


San José, San José, Costa Rica Splunk Inc A tiempo completo
Splunk Global Technical Support: Manager, Rapid Response Team

Splunk is a leading provider of unified security and observability platforms, and we're looking for a skilled Manager to lead our Rapid Response Team. As a key member of our Global Technical Support team, you'll be responsible for providing day-to-day leadership, mentoring, and guidance to our team of experts.

Key Responsibilities:
  • Oversee the Incident and Escalation processes, ensuring all requests are handled efficiently and effectively.
  • Partner with RRT Peers globally to ensure adequate coverage models, training plans, and consistent delivery methods.
  • Collaborate with peers in Problem Management and other Teams within the Splunk Ecosystem to automate internal repeatable tasks and reduce repeatable risk for our customers and teams.
  • Work closely with Cloud Operations to drive efficiencies, including reviewing runbooks and key alert metrics.
  • Represent the Rapid Response Team in meetings and process changes, making recommendations on new procedures and processes.
  • Act as a Liaison between various teams, including monitoring teams, Global Support, and leadership.
  • Monitor performance of the rapid response team, including training and development opportunities, upskilling, and tracking performance.
  • Provide responsibilities, including communicating with Executive leadership teams, participating in post-incident review, and ensuring action plans are followed through.
  • Solve issues and participate in on-call support, ensuring stability and performance of Splunk products.
  • Mentor new team members and attract top talent.
Requirements:
  • 2-4 years of hands-on manager and/or strong team lead experience in a technical Support Organization, Technical/Cloud Operations, or similar Incident/Escalation role.
  • Flexible to work non-standard working hours, including evenings and weekends.
  • Understanding of Cloud Services, such as AWS, Azure, GCP.
  • Experience working with a framework or methodology, such as ITSM, ITIL, DevOps, etc.
  • Experienced in Systems Administration or Technical Operations.
  • Hands-on experience maintaining and fixing Linux/UNIX servers in a production environment.
  • Calm and collected in stressful situations, such as a major service outage.
  • Highly collaborative, but also able to take charge and drive a plan to completion.
  • Comfortable working in a dynamic environment with highly technical teams.
  • Customer success mentality, consistent track record, and ability to make good judgments and pivot to ensure resolution.
  • Demonstrated attention to detail, follow-through, and ability to prioritize quickly.

What We Offer:

Splunk is committed to creating a workplace that is inclusive, diverse, and rewarding. As a member of our team, you'll have access to a range of benefits, including competitive compensation, comprehensive health insurance, and opportunities for professional growth and development.

Join Our Team:

We're looking for talented individuals who share our passion for innovation and customer success. If you're a motivated and experienced professional with a passion for technical support, we encourage you to apply for this exciting opportunity.



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