Digital Crisis Manager

2 tygodni temu

Kraków, Lesser Poland Splunk Inc Pełny etat

Splunk Inc is a leader in the field of unified security and observability platforms. As a result, our customers rely on us to keep their digital systems secure and reliable.

At Splunk, we value diversity and inclusion, and we want our employees to bring their authentic selves to work. If you join our team, you'll have the opportunity to use your skills and experience to make a real difference in the world.

This role is part of our Rapid Response Team, which handles high-priority incidents and escalations for our customers. As a member of this team, you'll be responsible for owning the response to customer-impacting incidents and case escalations. This includes taking charge in high-stress situations and giving direction to Customer personnel, Splunk engineers, and Support management to drive expeditious resolution of incidents and escalation.

To succeed in this role, you'll need to be a natural leader with proven knowledge of incident and/or escalation management frameworks. You'll also need to be able to communicate clearly and effectively to technical and business audiences.

The responsibilities of this role include:

  • 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.
  • Participate in special projects as assigned.

This role requires strong communication and leadership skills, as well as the ability to prioritize tasks in a high-pressure environment. You'll also need to be comfortable with ambiguity and able to manage multiple customer escalations/incidents at varying levels including case documentation.

We offer a comprehensive benefits package, including healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and more. In addition, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Estimated Salary: $120,000 - $165,000 per year

Note: The estimated salary range is based on the location and requirements of the role. The actual salary offered will vary based on factors such as work location and individual qualifications.

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