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Senior Escalation Manager

2 months ago

North Sydney Council, Australia Splunk Inc Full time
Splunk Problem Incident and Escalation (SPIE) Team Member

The Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. As a member of this team, your goal will be to help understand and drive customer-critical issues with product engineering teams.

Key Responsibilities:
  • Lead and report technical responses with support and key engineering partners and senior leadership. Develop response plans and provide updates back to key partners.
  • Advise Senior Leadership of any developments and action plans. Set expectations and provide 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 with a goal 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
Required Qualifications:
  • 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