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Manager, Rapid Response Team

1 month ago

Melbourne, Australia Splunk Full time

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 the 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**:
Splunk Global Technical Support is looking for a Manager to provide day-to-day leadership, mentoring and guidance to our Rapid Response Team (RRT). The Rapid Response Team is responsible for the intake of customer Incident and escalation requests, assessing the nature of the incident, and determining which team or resources are needed to resolve the situation and/ or restore service. As an RRT Manager, you are responsible for overseeing the Incident and Escalation processes and ensuring that all requests cases are handled efficiently and effectively. You will use analytics to plan, implement and continually improve processes that lead to an improvement in overall time to detect, assemble, and relieve customer issues. We are looking for someone to bring a fresh approach to problems of all shapes and sizes and help us execute a best-in-class Rapid Response Team.

**Responsibilities**:

- Provide leadership and direction to the rapid response team, ensuring all duties and tasks are being performed expertly and effectively during each shift.
- Partner with RRT Peers globally to ensure adequate coverage models, training plans, consistent delivery methods and measurable outcomes.
- Partner with peers in Problem Management and other Teams within the Splunk Ecosystem to find opportunities to automate internal repeatable tasks to reduce the repeatable risk for our customers and our teams.
- Work closely with various groups within Cloud Operations to drive efficiencies. Including reviewing runbooks and key alert metrics, and overall health and stability of monitoring across our Cloud Platforms.
- Represent the Rapid Response Team in meetings/ process changes and make recommendations on new procedures/ processes.
- Act as a Liaison between various teams, such as monitoring teams, Global Support and leadership for new processes, tools, and knowledge transfers.
- Monitor performance of the rapid response team, including training and development opportunities, upskilling, tracking key metrics, and adhering to quarterly training plans
- Provide Rapid response team responsibilities
- including communicating/updating Executive leadership teams, participating in post-incident review, and ensuring action plans are followed through
- Solve issues and participate in on-call support, ensuring the stability and performance of Splunk products
- Mentoring and coaching new team members
- Attract and hire top talent

**Who you are**:

- You have 2-4 years of hands-on manager and/ or strong team lead experience in either a technical Support Organization, Technical/ Cloud Operations, or a similar Incident/ Escalation role
- Flexible to work non-standard working hours, which may include evening hours and/or weekends.
- Understanding of Cloud Services, such as AWS, Azure, GCP
- Strong knowledge of or experience working with a framework or methodology such as ITSM, ITIL, DevOps, etc.
- Experienced in Systems Administration or Technical Operations
- Hands-on experience maintaining and solving Linux/UNIX servers in a production environment.
- Calm and collected in stressful situations, such as a major service outage.
- Highly collaborative, but also able to take charge and drive a plan to completion.
- Comfortable working in a dynamic environment with highly technical teams.
- Customer success approach, proven track record and ability to make good judgements and pivot to ensure resolution
- Demonstrated attention to detail, follow through, and ability to prioritize quickly are necessary.