Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.
Role Summary
Splunk Global Technical Support is looking for a Manager to provide day-to-day leadership, mentoring and guidance to our Rapid Response Team (RRT). The Rapid Response Team is responsible for the intake of customer Incident and escalation requests, assessing the nature of the incident, and figuring out which team or resources are needed to resolve the situation and/ or restore service. As an RRT Manager, you are responsible for overseeing the Incident and Escalation processes and ensuring that all requests cases are handled efficiently and effectively. You will use analytics to plan, implement and continually improve processes that lead to an improvement in overall time to detect, assemble, and relieve customer issues. We are looking for a candidate to bring a fresh approach to problems of all shapes and sizes and help us implement a best-in-class Rapid Response Team.
What you'll get to do
- Provide leadership and direction to the rapid response team, ensuring all duties and tasks are being performed expertly and effectively during each shift.
- Partner with RRT Peers globally to ensure adequate coverage models, training plans, consistent delivery methods and measurable outcomes.
- Partner with peers in Problem Management and other Teams within the Splunk Ecosystem to find opportunities to automate internal repeatable tasks to reduce repeatable risk for our customers and our teams.
- Work closely with various groups within Cloud Operations to drive efficiencies. Including reviewing runbooks and key alert metrics, and overall health and stability of monitoring across our Cloud Platforms.
- Represent the Rapid Response Team in meetings/ process changes and make recommendations on new procedures/ 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
- Provide responsibilities- including communicating/updating 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
- Attract and hire top talent
Must-have Qualifications
- You have 2-4 years in hands-on manager and/ or strong team lead experience in either a technical Support Organization, Technical/ Cloud Operations, or similar Incident/ Escalation role
- Flexible to work non-standard working hours which may include evening hours and/or 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 fix 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 are necessary
Splunk is an Equal Opportunity Employer
At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.
Note:
Base Pay Range
Costa Rica
Base Pay: CRC 28,000,000.00 - 38,500,000.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.
We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.
Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.
Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.
Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.
Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.
Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.
Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.
Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.
Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.
Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.
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