Senior Technical Operations Manager

1 week ago

Melbourne, Victoria, Australia Splunk Inc Full time
Job Summary

We are seeking a highly skilled Senior Technical Operations Manager to lead our Rapid Response Team at Splunk Inc. As a key member of our Global Technical Support team, you will be responsible for providing day-to-day leadership, mentoring, and guidance to the RRT team.

Key Responsibilities:
  • Provide strategic leadership and direction to the RRT team, ensuring efficient and effective handling of customer incident and escalation requests.
  • Partner with peers globally to develop and implement coverage models, training plans, and consistent delivery methods.
  • Collaborate with Problem Management and other teams to automate internal repeatable tasks and reduce risk for customers and teams.
  • Work closely with Cloud Operations teams to drive efficiencies and improve monitoring across cloud platforms.
  • Represent the RRT in meetings and process changes, making recommendations on new procedures and processes.
  • Liaise between teams, including monitoring teams, Global Support, and leadership, for new processes, tools, and knowledge transfers.
  • Monitor team performance, including training and development opportunities, upskilling, tracking key metrics, and adhering to quarterly training plans.
  • Solve issues and participate in on-call support to ensure stability and performance of Splunk products.
Requirements:
  • 2-4 years of hands-on management experience in technical support or similar roles.
  • Flexibility to work non-standard hours, including evenings and weekends.
  • Understanding of cloud services, such as AWS, Azure, GCP.
  • Strong knowledge of frameworks like ITSM, ITIL, DevOps, or experience working in systems administration or technical operations.
  • Calm and collected in stressful situations, with high collaboration and problem-solving skills.
  • Customer success approach and ability to make good judgments under pressure.
About Us

Splunk Inc. is a leading provider of unified security and observability solutions, helping enterprises build a safer and more resilient digital world. We're looking for talented individuals who share our passion for innovation and customer success.

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