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Senior Escalation Manager

2 months ago

Melbourne, Victoria, Australia Splunk Inc Full time
Splunk Problem Incident and Escalation Team

The Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support. This position requires an individual who can take charge in high-stress situations and give direction to both customer personnel and Splunk engineers to drive expeditious resolution of incidents.

Responsibilities:
  • Lead and report technical responses with support and key engineering partners and senior leadership, developing response plans and providing updates back to key partners.
  • Advise Senior Leadership of any developments and action plans, setting expectations and providing updates regarding solving and resolution action plans for communication to customers.
  • Provide and influence process improvement for the overall experience for our support partners as well as engineering teams.
  • Analyze data to produce strategic recommendations to proactively address systemic issues.
  • Review and refine team processes and procedures, along with the development of dashboards and run-books.
  • Collaborate and partner to help restore customers' confidence in Splunk and Splunk products.
Requirements:
  • 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.