Senior Escalation Manager
5 days ago
The Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support. This exciting opportunity allows you to help solve sophisticated problems that benefit Splunk customers.
Key Responsibilities:- Lead and report technical responses with support and key engineering partners and senior leadership, developing response plans and providing updates.
- Advise Senior Leadership on 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.
- 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.
- Knowledge of software development in cloud-based offerings.
- Fundamental understanding/overview of Splunk or similar data collection software.
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Senior Escalation Manager
1 week ago
Melbourne, Victoria, Australia Splunk Inc Full timeSplunk Senior Escalation ManagerThe Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support. This position requires a skilled professional to help resolve sophisticated problems that impact Splunk customers.Responsibilities:Lead technical responses with support and engineering partners,...
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Senior Escalation Manager
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Melbourne, Victoria, Australia Splunk Inc Full timeSplunk Inc: Senior Escalation ManagerThe Senior Escalation Manager is a pivotal role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support. This position requires an individual who can drive customer-critical issues with product engineering teams, leveraging their expertise to resolve high-profile incidents.Key...
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Senior Escalation Manager
2 weeks ago
Melbourne, Victoria, Australia Splunk Inc Full timeSplunk Problem Incident and Escalation TeamThe 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...
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Senior Escalation Manager
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