Senior Technical Operations Manager

hace 1 mes


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

Splunk is committed to creating a safer and more resilient digital world.

As a Senior Technical Operations Manager, you will play a key role in leading the Rapid Response Team and ensuring the delivery of expert and effective services during each shift.

**Key Responsibilities:**

- Partner with RRT Peers globally to develop and implement adequate coverage models, training plans, and consistent delivery methods that drive measurable outcomes.

- Collaborate with Problem Management and other Teams within the Splunk Ecosystem to automate internal repeatable tasks, reducing repeatable risk for customers and teams.

- Work closely with various groups within Cloud Operations to drive efficiencies, including reviewing runbooks, key alert metrics, and overall health and stability of monitoring across our Cloud Platforms.

- Represent the Rapid Response Team in meetings and process changes, making recommendations on new procedures and processes.

- Act as a Liaison between various teams, such as monitoring teams, Global Support, and leadership, for new processes, tools, and knowledge transfers.

- Monitor performance of rapid response team, including training and development opportunities, upskilling, tracking performance, and adhering to quarterly training plans.

**What We're Looking For:**

You have 2-4 years of experience in hands-on management or strong team lead experience in technical support organizations, technical operations, or similar incident/escalation roles.

- Flexible work arrangements, including evening hours and weekends.

- Understanding of Cloud Services, such as AWS, Azure, GCP.

- Experience working with frameworks or methodologies like ITSM, ITIL, DevOps.

- Experienced in systems administration or technical operations.

- Hands-on experience maintaining and fixing Linux/UNIX servers in production environments.

- Ability to remain calm and composed in stressful situations, such as major service outages.

- Highly collaborative with the ability to take charge and drive plans to completion.

- Comfortable working in dynamic environments with highly technical teams.

- Customer success mentality with a consistent track record of making good judgments and pivoting to ensure resolution.

- Demonstrated attention to detail, follow-through, and ability to prioritize quickly.

We offer a competitive salary range of $120,000 - $160,000 per year, depending on location and experience.



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