The Technical Escalation Manager is an exciting role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. Want to help solve sophisticated problems that help Splunk customers? As a member of this team your goal will be to help understand and drive customer critical issues with product engineering teams! Our key partners in this role will be escalation management, customer support and product engineering. Effective individuals will be responsible for leading and working towards resolution of high profile issues, analyzing patterns and reporting back to leadership. 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.
Responsibilities:
- Lead and report technical responses with support and key engineering partners and senior leadership. Develop response plans and provide updates back to key partners.
- Advise Senior Leadership of any developments and action plans. Sets expectations and provides updates regarding troubleshooting and resolution action plan for communication to customers.
- Provide and influence process improvement for the overall experience for our support partners as well as engineering teams.
- Analyze data with a goal to produce strategic recommendations to proactively address systemic issues
- Review and refine team process, procedures, along with development of dashboards and run-books
- Collaborate with partner to help restore customers confidence in Splunk and Splunk products
Required Qualifications:
- 8+ years industry relevant experience with proven leadership and/or technical support experience
- Ability to communicate sophisticated ideas efficiently with customers and engineering teams at Splunk
- Ability to optimally prioritize and implement tasks in a high-pressure environment
- Ability to establish relationships and influence Senior Leadership including difficult conversations at all levels
- Ability to collaborate with peers and work cross-function as needed with Support and/ or Engineering teams
- Confirmed knowledge of ITIL frameworks (Incident, Escalation, Problem primarily)
- Strong critical thinking, decision making and conflict resolution skills
- Strong data analytics and report leadership skills
- Ability to prioritize multiple escalations at varying levels including case documentation
- Understanding of a wide array of software, SAAS platform technologies
- Salesforce, Jira, Confluence, Google suite experience are a plus
Nice to have:
- Knowledge of software development in cloud based offerings
- Fundamental understanding/overview of Splunk or similar data collection software
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.
Note:
Base Pay Range
United Kingdom
Base Pay: GBP 64,000.00 - 88,000.00 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.
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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