Senior Problem Management Specialist

hace 3 semanas


Alajuela, Alajuela, Costa Rica Splunk A tiempo completo

Splunk is a leader in building a safer and more resilient digital world. Our customers rely on our unified security and observability platform to keep their digital systems secure and reliable.

**Job Summary:**

In this role, you will join a senior team of professionals responsible for leading and remediating high-severity events with varying scope and impact. As a Senior Problem Manager, you will drive the investigation and analysis of complex incidents, collaborating across functions and groups to identify root causes and implement preventive measures.

This role requires a seasoned operations professional who can take charge and lead a multi-disciplinary approach to problem management. You will be responsible for managing the life cycle of 'problems', including preventing incidents from occurring and ensuring that critical customer issues are properly documented.

**Key Responsibilities:

- Reporting: Manage a set of metrics to identify trends, clusters, and hotspots that point to likely focus areas for future incident prevention.

- PIR Meetings: Jointly own and lead post-incident review discussions to identify improvement opportunities across all pillars of process, people, and tools.

- Root Cause Analysis: Collate information from past and present incidents to establish objective statements on high-severity events.

- Major Problem Management: Conduct detailed reviews on major problems, including those stemming from major incidents, to identify root causes and implement action plans.

- Handle incoming requests, maintain onboarding materials, and publish complete Root Cause Messages.

**Requirements:**

- BS/BA degree with 4 years related experience or 6 years industry experience.

- Advanced ITIL certification or industry certifications contributing to experience requirements.

- Demonstrated analytic capabilities and excellent communication skills.

**What We Offer:**

A competitive salary range of $120,000 - $180,000 per year, based on location and experience, along with comprehensive benefits, training programs, and opportunities for growth and development. At Splunk, we prioritize diversity, equity, inclusion, and belonging, ensuring our employees feel supported to bring their best selves to work.



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