Problem Manager

 

Splunk Cloud is looking for a Problem Manager to join our cloud operations center (CNOC) problem management team. This position will be key role in our growing problem management process. Problem managers will contribute to the design and continuous service improvements process for Splunk Cloud.

Responsibilities:

The problem manager is a key part of the CNOC problem management team. Problem managers assist in the documentation and tracking of problem records and follow-up action items. Problem managers assist in the discovery of root cause during the post incident review process. Problem managers also provide high-level metrics and analysis of trends in the organization.

  • You will be working with Tire 1,2 & 3 support teams for Cloud Infrastructure to review, agree and implement permanent solutions for “Problem” records.
  • Drive efforts to improve overall infrastructure stability and availability by ensuring problem resolution.
  • Initiating actions to fix interruptions to service caused by errors/faults in the IS infrastructure
  • Work with process owners and partners to re-engineer processes to be simple, forward-thinking, repeatable, measurable, achievable and continuously improved
  • Eliminate complexity in Technology's ability to deliver IT services, while meeting service level agreements
  • Manage relationships with other process management teams to provide a consistent delivery framework
  • Work with the requirements, documentation and training teams so processes are implemented in the tools, documented and process users trained in their use
  • Proactively call out problems and issues

Who you are:

  • Experience with Cloud offerings (AWS, GCP)
  • ITIL Foundations Certified with at least one intermediate certification. ITIL Expert certification a bonus
  • Good track record for innovation and measurable process improvements
  • Strong Technical Writing; Presentation and Communications skills. Must be able to articulate messages across a variety of audiences and document a detailed meeting minutes.
  • Ability to work independently and problem solve in a constantly evolving and sometimes ambiguous environment
  • Have great degree of technical understanding and literacy
  • Collaborative with outstanding social and interpersonal skills.
  • Calm and collected in stressful situations, such as a major service outage.
  • Take charge personality, and the ability to drive a plan to completion.
  • Comfortable working in a dynamic environment with a highly technical team.
  • Demonstrated attention to detail, follow through, and ability to prioritize quickly are vital.
  • Open to remote nationwide

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

 
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.

Individuals seeking employment at Splunk are considered without regards 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 (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.

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

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.

To check on your application click here.
 
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