Digital Crisis Manager

2 tygodni temu

Kraków, Lesser Poland Splunk Inc Pełny etat
Splunk Inc.

Headquartered in the United States, Splunk Inc. is a leader in building a safer and more resilient digital world through its unified security and observability platform.

As a rapidly growing company, Splunk offers a comprehensive benefits package that includes healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more.

Senior Rapid Response Commander Job Description
  • We are seeking an experienced Senior Rapid Response Commander to join our global team of rapid response commanders.

This role requires an individual who can take charge in high-stress situations, provide direction to Customer personnel, Splunk engineers, and Support management to drive expeditious resolution of incidents and escalations.

Key Responsibilities:
  • Effectively triage/run incident/case escalations in a timely manner (meeting all current Service Level Objectives) for sensitive, urgent, or critical issues.
  • Manage high intake volume of incident and case escalation submissions with an eye to overhaul or suggest workflow improvements.
  • Lead complex troubleshooting conversations and problem-solving skills to ensure coordination of resources and keeping stakeholders/key contributors on track for deliverables.
  • Craft clear and concise status updates, tailored for easy consumption by engineers and executives.
  • Capture and document key events and milestones during the lifecycle of the incident and case escalation.
  • Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and customer-facing communications.
  • Restore the customer's confidence in Splunk and Splunk products through effective listening and communications skills.
  • Understand when to escalate an issue internally, to ensure appropriate stakeholders are involved for optimal resolution.
  • Engage in daily incidents, escalations, and internal meetings with constructive feedback and proposing solutions.
Requirements:
  • 5+ years in incident/escalation management.
  • Flexibility to work non-standard working hours which may include early morning hours, evening hours, and/or weekends.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk.
  • Customer success mindset, proven track record, and ability to make good judgments and pivot to ensure resolution.
  • Ability to manage multiple customer escalations/incidents at varying levels including case documentation.
  • Work well in a dynamic, changing environment and is comfortable with ambiguity.
Compensation and Benefits:

The estimated base salary for this position is $120,000 - $165,000 per year, depending on location and experience.

In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

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