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Customer Success and Support

Sr Incident Commander

  • - Hybrid Remote

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

Role Summary

As a member of the Splunk Support Incident Management Team, you will be responsible for owning the response to high profile customer impacting incidents. In this role, you'll be part of a team of global incident commanders responsible for handling high severity incidents from initial triage through after-action review. 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

  • Take command of incidents by setting up or taking over a multi-functional technical bridge call, comprised of internal and external partners.
  • Work with SME’s to interpret key metrics from monitoring tools and facilitate a discussion aimed at building an incident action plan (and a backup plan if appropriate).
  • Ensure that the partners have a deep understanding of the issue, the action plan and the path to resolution.
  • Ensure that each participant understands the incident management process and their role in that process.
  • Set clear incident resolution objectives (exit criteria) and timings.
  • Provide direction and time management to keep the resolution effort on track and moving forward.
  • Host post incident review meetings to assist in the technical root cause analysis.
  • Operate as part of a 24X7 global team of Incident Commanders and ensure perfect handover of critical issues to other regions.
  • Actively participate and drive team process improvements.
  • Partner with outside groups to ensure cross training opportunities are realized.

Requirements

  • 5+ years in incident management or technical support for an enterprise software company.
  • Strong leadership skills.
  • Proven knowledge of incident management and problem management frameworks (eg. ITIL) as there will be cross functionality responsibilities.
  • Demonstrable understanding of distributed systems concepts.
  • Ability to work multi-functionally and to influence/implement across groups.
  • Strong critical thinking, decision-making abilities.
  • Good interpersonal skills, both verbal and written.
  • Executive presentation skills.
  • Work well in dynamic changing environment and is comfortable with ambiguity.
  • Negotiation, mediation and conflict management skills.
  • Knowledge of Jira, SFDC, Confluence is a plus.
  • Basic understanding of cloud technology.
  • Experience with internal and external communication. Be able to articulate & translate complex, technical information into easily digested and understood, jargon free terms.

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. 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.

Note:

Base Pay Range

Costa Rica

Base Pay: CRC 27,200,000.00 - 37,400,000.00 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 comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.



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 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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