Rapid Response Team Manager

1 month ago

Melbourne, Victoria, Australia Splunk Inc Full time

About the Role

Splunk Inc is seeking a highly skilled and experienced Manager to lead our Rapid Response Team. As a key member of our Global Technical Support team, you will be responsible for providing day-to-day leadership, mentoring, and guidance to our team of technical experts. Your primary focus will be on overseeing the Incident and Escalation processes, ensuring that all requests are handled efficiently and effectively.

Key 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.

About You

  • 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 judgments and pivot to ensure resolution.
  • Demonstrated attention to detail, follow-through, and ability to prioritize quickly are necessary.

What We Offer

Splunk Inc is a leading provider of unified security and observability platform. We offer a dynamic and collaborative work environment, opportunities for professional growth and development, and a competitive compensation package. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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