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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 conjunction with support teams, engineering partners, and senior management. Formulate response strategies and relay updates to essential stakeholders.
  • 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 support partners and engineering teams.
  • Conduct data analysis aimed at generating strategic recommendations to proactively tackle 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 a proven track record in leadership and/or technical support roles.
  • Exceptional ability to convey complex ideas clearly to both customers and engineering teams.
  • Proficient in prioritizing and executing tasks in high-pressure situations.
  • Strong relationship-building skills with the ability to influence Senior Leadership, including navigating challenging conversations.
  • Ability to work collaboratively with peers across Support and Engineering teams as necessary.
  • In-depth knowledge of ITIL frameworks, particularly in Incident, Escalation, and Problem Management.
  • Strong critical thinking, decision-making, and conflict-resolution capabilities.
  • Proficient in data analytics and report generation.
  • 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 tools.