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- Lead the major incident and escalation processes to drive the restoration of services quickly for customers while minimizing impact.
- Own and execute on a continuous improvement strategy focused on continually reducing the impact of issues, duration, as well as the frequency and severity of future issues.
- Accountable for the end-to-end escalation process, including driving alignment across multiple teams, and communication across all stakeholders up to and including C-Suite and Executives.
- Build processes and capacity plans to enable growth and agility
- Develop a closed loop system for eliminating defects that caused the escalation at the source to prevent future issues. A key measure should be the elimination of repeat customer issues of the same type.
- Ensure quality team outcomes such as customer-facing Root Cause Analysis (RCA) documents, senior executive readouts, and After-Action Reports (AAR's). Drive root cause analysis and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure.
- Act as the single escalation point for all critical and major incidents handled by the Global Incident and Escalation Team Leadership, customer focus, influence and communication
- Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact incidents 24x7x365.
- Coordinate efforts across multiple teams in order to ensure an effective incident response capability.
- Create effective reporting for multiple audiences, delivered with an appropriate level of detail on a timely basis.
- Develop processes, partnerships, and resource plans with internal teams (e.g. Development) to ensure immediate action is being executed on raised issues.
- Ensure global teams act as one, including seamless handoffs, and coverage models for holidays and weekends.
- Forge tight partnerships (and processes) with internal leaders (and their respective teams) to ensure delivery of a flawless process with customers. Insight and Action
- Identify new insights from incident and problem data to help focus future efforts on product and service stability and continuous improvements.
- Deliver consistent, industry leading metrics for incidents/escalations across response time, resolution time, customer satisfaction, and process or technology fixes from root causes.
- Design and deploy a mechanism for tracking and reporting status of escalations that can be shared with customers and internal groups, while automating process and alerting. Requirements
- 15+ years of experience using data to drive decision-making and improving operations, communicating to Executives, both internal and external, and leading / managing teams.
- 15+ years experience supporting and troubleshooting commercial end user software applications, preferably with enterprise level applications.
- 10+ years supporting Enterprise Software and/or Cloud based technologies
- Customer obsessed and outcomes focused with a demonstrated history of delivering consistent results in terms of time to assemble, responsiveness, and resolution
- Excellent Communicator. Excellent verbal and written skills (specifically in the documentation and presentation of findings), as the role requires heavy interaction with customers, C-Suite, Executives, Splunk leadership (at all levels), external vendors, and other strategic partners. Clearly explain highly technical issues to a non-technical audience.
- Previous and progressive experience leading global incident management and/ or escalation teams with an eye on process maturity
- Demonstrated strategic and tactical thinking, quantitative and analytical skills in difficult situations.
- Ability to influence and persuade internal partners without formal authority.
- Demonstrated ability to quickly adapt in dynamic environments.
- Possess a bias for action – willing to move rapidly and decisively to resolve customer issues.
- Ability to work global hours including weekends and holidays as needed.
- B.S in Computer Science or other equivalent technology required. Core Competencies
- A consistent track record of successfully delivering initiatives from conception through completion in particular within the Incident / Problem and Escalation Management processes, people, process and technologies
- Expertise in incident management industry standard methodologies and framework like ITIL, ITSM, ICS, MIM, SP800-61.
- Expert level experience working across geographies and functional teams (e.g. Engineering, Product Management, Operations, Customer Success, Global Support).
- Prior experience as a Technical Support, Professional Services, NOC, or operations Engineer.
- Splunk product experience.
- You will have worked with tools such as JIRA, SFDC, ServiceNow, Slack, Incident orchestration and automation tools (i.e. Splunk OnCall, etc). Please see information regarding and meet our .