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Customer Success and Support

Senior Director, Global Incident, Escalation and Problem Management

As the Senior Director of Global Incident, Escalation and Problem Management you are responsible for leading and growing the Splunk Problem, Incident and Escalation (SPIE) Management Team. This role is responsible for developing and implementing related procedures and organizational policies. The Senior Director will lead their organization and supporting teams to manage and prioritize the resolution of Customer or Splunk reported product and service issues across all Spunk technologies, creating a closed loop process and driving continuous service improvements.
We are looking for someone who can challenge the status quo; quickly transform processes, rethink and redefine how Splunk handles customer impacting incidents of all priorities, and drive operational excellence throughout the business. The successful candidate has strong interpersonal and cross-organizational collaborative skills. Reporting to the VP, Global Support Delivery, the Senior Director will lead a global team of Major Incident Managers, Escalation Managers, and Problem Managers to deliver exceptional customer experiences 24x7 across all of Splunk’s products and offerings.
The Senior Director will need experience building, transforming, and leading global 24x7 organizations, and has deep experience in their support domain. This leader must have a proven track record of partnering across all levels of an organization, adapting to and navigating varied operating models depending on product/ technology, with a very strong natural approach to collaboration, communication, and influence. This role requires constant re-evaluation and improvement. To be successful, you must be a strategic thinker able to deliver on current responsibilities and expectations whilst executing change and roadmaps aligned with Splunk customer needs and Splunk business objectives.
You are an absolute professional who also has an exceptional sense of humor and can keep tense situations light while being able to read the room.
Strategy, Scale and Process
  • Lead the major incident and escalation processes to drive the restoration of services quickly for customers while minimizing impact.
  • Own and execute on a continuous improvement strategy focused on continually reducing the impact of issues, duration, as well as the frequency and severity of future issues.
  • Accountable for the end-to-end escalation process, including driving alignment across multiple teams, and communication across all stakeholders up to and including C-Suite and Executives.
  • Build processes and capacity plans to enable growth and agility
  • Develop a closed loop system for eliminating defects that caused the escalation at the source to prevent future issues. A key measure should be the elimination of repeat customer issues of the same type.
  • Ensure quality team outcomes such as customer-facing Root Cause Analysis (RCA) documents, senior executive readouts, and After-Action Reports (AAR’s). Drive root cause analysis and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure.
  • Act as the single escalation point for all critical and major incidents handled by the Global Incident and Escalation Team
Leadership, customer focus, influence and communication
  • Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact incidents 24x7x365.
  • Coordinate efforts across multiple teams in order to ensure an effective incident response capability.
  • Create effective reporting for multiple audiences, delivered with an appropriate level of detail on a timely basis.
  • Develop processes, partnerships, and resource plans with internal teams (e.g. Development) to ensure immediate action is being executed on raised issues.
  • Ensure global teams act as one, including seamless handoffs, and coverage models for holidays and weekends.
  • Forge tight partnerships (and processes) with internal leaders (and their respective teams) to ensure delivery of a flawless process with customers.
Insight and Action
  • Identify new insights from incident and problem data to help focus future efforts on product and service stability and continuous improvements.
  • Deliver consistent, industry leading metrics for incidents/escalations across response time, resolution time, customer satisfaction, and process or technology fixes from root causes.
  • Design and deploy a mechanism for tracking and reporting status of escalations that can be shared with customers and internal groups, while automating process and alerting.
  • 15+ years of experience using data to drive decision-making and improving operations, communicating to Executives, both internal and external, and leading / managing teams.
  • 15+ years experience supporting and troubleshooting commercial end user software applications, preferably with enterprise level applications.
  • 10+ years supporting Enterprise Software and/or Cloud based technologies
  • Customer obsessed and outcomes focused with a demonstrated history of delivering consistent results in terms of time to assemble, responsiveness, and resolution
  • Excellent Communicator. Excellent verbal and written skills (specifically in the documentation and presentation of findings), as the role requires heavy interaction with customers, C-Suite, Executives, Splunk leadership (at all levels), external vendors, and other strategic partners. Clearly explain highly technical issues to a non-technical audience.
  • Previous and progressive experience leading global incident management and/ or escalation teams with an eye on process maturity
  • Demonstrated strategic and tactical thinking, quantitative and analytical skills in difficult situations.
  • Ability to influence and persuade internal partners without formal authority.
  • Demonstrated ability to quickly adapt in dynamic environments.
  • Possess a bias for action – willing to move rapidly and decisively to resolve customer issues.
  • Ability to work global hours including weekends and holidays as needed.
  • B.S in Computer Science or other equivalent technology required.
Core Competencies
  • A consistent track record of successfully delivering initiatives from conception through completion in particular within the Incident / Problem and Escalation Management processes, people, process and technologies
  • Expertise in incident management industry standard methodologies and framework like ITIL, ITSM, ICS, MIM, SP800-61.
  • Expert level experience working across geographies and functional teams (e.g. Engineering, Product Management, Operations, Customer Success, Global Support).
  • Prior experience as a Technical Support, Professional Services, NOC, or operations Engineer.
  • Splunk product experience.
  • You will have worked with tools such as JIRA, SFDC, ServiceNow, Slack, Incident orchestration and automation tools (i.e. Splunk OnCall, etc).
Please see information regarding Splunk’s US Benefits and meet our Splunk Leadership.
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.

Executive Recruiting Contact: Julie Baker, Senior Executive Recruiter




Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $234,400.00 - 322,300.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $211,200.00 - 290,400.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $190,400.00 - 261,800.00 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 competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our comprehensive benefits and wellbeing offering at

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 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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