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Lead Escalation Strategist

2 months ago

Melbourne, Victoria, Australia Splunk Inc Full time

Position Overview:

The Senior Escalation Manager plays a pivotal role within the Splunk Problem Incident and Escalation (SPIE) team, which is part of Global Support at Splunk. This position is designed for individuals who are passionate about resolving complex challenges that impact Splunk's clientele. As a key member of this team, your primary objective will be to facilitate the understanding and resolution of critical customer issues in collaboration with product engineering teams.

Key Responsibilities:

  • Lead and document technical responses in partnership with support teams, engineering stakeholders, and senior management. Formulate response strategies and communicate updates to essential partners.
  • Inform Senior Leadership of any significant developments and action plans. Manage expectations and provide timely updates regarding resolution strategies for customer communication.
  • Drive process enhancements to improve the overall experience for both support partners and engineering teams.
  • Conduct data analysis aimed at generating strategic recommendations to proactively mitigate systemic challenges.
  • Review and enhance team workflows and procedures, including the creation of dashboards and operational run-books.
  • Collaborate effectively to restore customer confidence in Splunk and its offerings.

Required Qualifications:

  • 8+ years of relevant industry experience with demonstrated leadership and/or technical support expertise.
  • Proficient in articulating complex concepts clearly to both customers and engineering teams.
  • Capable of prioritizing and executing tasks efficiently in high-pressure scenarios.
  • Adept at building relationships and influencing Senior Leadership, including navigating challenging discussions at all levels.
  • Skilled in collaborating with colleagues and working cross-functionally with Support and/or Engineering teams.
  • In-depth knowledge of ITIL frameworks, particularly in Incident, Escalation, and Problem Management.
  • Strong analytical, decision-making, and conflict-resolution capabilities.
  • Proficient in data analytics and reporting leadership.
  • Ability to manage multiple escalations simultaneously, including detailed case documentation.
  • Familiarity with a diverse range of software and SaaS platform technologies.
  • Experience with Salesforce, Jira, Confluence, and Google Suite is advantageous.

Preferred Qualifications:

  • Understanding of software development in cloud-based environments.
  • Basic knowledge of Splunk or similar data collection technologies.