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Incident Commander

Incident Commander (SIRT) Role:
Want to work in a dynamic environment with the latest cloud technologies? Want to learn Splunk from the inside and grow your career in exciting ways? Splunk is looking for self-starting individuals to be a part of the Splunk Incident Response Team (SIRT). The SIRT manages incidents that affect the availability and performance of Splunk platform and products for our customers globally. The SIRT is an always-on / always-active team making sure that each of our customers has an outstanding experience. We’re looking for an Incident Commander to join our team in supporting and supervising our ever-expanding product range.

As a member of the Splunk Incident Response Team, you will be responsible for leading cohesive response to high profile customer impacting incidents. In this role, you will be part of a team of global incident commanders responsible for managing high priority incidents from initial triage through to post incident review forums. This is a senior role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents. We are looking for a natural leader with proven knowledge of incident management frameworks, a demonstrable understanding of distributed systems environments and the ability to communicate clearly and effectively to technical and business audiences.

Responsibilities:
Use the Splunk Incident Management Process to restore normal service operations as quickly as possible thus reducing the Mean Time to Repair on business operations.
Assemble and lead the response team using strong methodical troubleshooting techniques
Capture and document key events and milestones during the lifecyle of the incident and communicate status accordingly to internal and external audiences as required
Set clear incident resolution objectives (exit criteria) and timings.
Establish accurate expectations from response teams to ensure customer satisfaction throughout the process.
Supervise and manage incidents fully to ensure accurate information is captured.
Own Incident Commander responsibilities, contribute to post incident review, and follow through with action plans assigned to you.
Coordinate with global peers to hand-off active incidents using the follow-the-sun principle.
An eye for Continuous Service Improvement programs to drive more efficiency in People, Process and Technology in an effort to improve the Customer Experience

Requirements:
This is an opportunity for candidates with some incident management experience, excited about the technology and want to be part of a global team. You will be progressing your career in the Incident Management space with the support and tools to succeed.

You have a bachelor’s and 2+ years of major incident response and management experience or equivalent work experience.
Have a clear understanding of the ITIL Incident framework.
You can think outside the box and work on multiple tasks simultaneously while dynamically prioritizing based on changing conditions.
Ability to work multi-functionally and to influence and execute across groups
You enjoy problem solving and analyzing global-scale distributed systems.
You have outstanding interpersonal and communication skills.
You remain calm and collected in stressful situations, such as a major service outage.
You are willing to work a 4x10 hour weekly shift model including weekends and holidays.
Negotiation, mediation, and conflict management skills.
Strong leadership skills.

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

(Colorado only*) Minimum base salary of $90,000.00. You may also be eligible for incentive pay + equity + benefits.*Note: Disclosure per sb19-085 (8-5-201 et seq).

 


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. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

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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