Senior Critical Technical Support Manager (On-Prem)
Description
Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.
Role Summary
We are seeking a highly skilled, experienced Critical Technical Support Manager to lead our critical support team. The ideal candidate is a problem solver who embraces challenges and runs towards fire. This candidate demonstrates a high level of moral obligation, with a solid sense of duty to make a situation better when they have the ability, tools and resources to do so. The successful candidate will be responsible for leading a team of dedicated support engineers who manage high-priority support cases, ensuring timely resolution, and maintaining customer satisfaction. This role requires excellent leadership skills, technical expertise, and the ability to work collaboratively with other teams.
What you'll get to do
P1 Operations
- Oversee the resolution of critical Priority One (P1) incidents in a follow-the-sun 24x7 operational model.
- Act as the Manager on Duty (MOD) to facilitate handovers between global regions, ensuring clear communication and seamless transitions. Attend MoD handover calls during shift (both weekend and weekday)
- Cover one day of the weekend, in alignment with Cisco's pay policies, to maintain incident management continuity and ensure prompt response during critical periods.
- Engage in key account customer concerns, ensuring support delivery contributes effectively to issue resolution and customer satisfaction.
- Collaborate with the Incident Response and Escalation Management teams to drive alignment, expedite resolution, and minimize customer impact during high-priority incidents.
- Develop and refine standard operating procedures (SOPs) for handling P1 incidents, ensuring that workflows are efficient and effective.
- Implement standard processes for issue resolution and knowledge management to improve response times and ensure that solutions are scalable.
Additional Responsibilities
- Manage direct reports to achieve performance objectives.
- Set team goals aligned with Global Support objectives and assist in goal attainment.
- Advocate for customers and enhance the customer experience.
- Collaborate with product management and development to resolve product issues.
- Partner with operations and support teams to monitor and report trends.
- Improve internal reporting and processes to boost productivity.
- Deliver strategic projects on time.
- Analyze and implement new support ticketing systems and tools.
- Manage skills development and onboarding of support engineers.
- Develop scalable standard processes to meet business and customer needs.
- Deliver strategic projects on a timely basis.
- Analyze and implement new Support ticketing systems and tools
- Skills management and accelerated onboarding of support engineers
- Help build standard processes that scale and meet the needs of the business and our customers.
Escalation and Incidents
- Partner closely with the rapid response team to coordinate efforts on high priority (P1) support issues.
- Participate post-incident reviews to identify root causes and implement corrective actions
- Maintain clear and consistent communication with customers during incident resolution.
- Ability to work effectively under pressure and manage multiple priorities
- Coordinate appropriate resources to achieve issue resolution for our larger accounts.
Must-have Qualifications
- Must be able to work a 4 day/10hour work week.
- Must be commutable to either our Richardson, TX or Boulder, CO office.
- 4-6 years of direct supervisory/management experience with 12 years of professional experience with a BA ; or 2 to 4 years of management experience and 8 years with a Master's degree.
- 5+ years of proven success working directly with customers within a technology company.
- Experience with Cloud/SaaS software products is highly coveted.
- Strong verbal and written communication skills, with the ability to effectively present to customers and collaborate across teams
- Exceptional leadership presence and ability to work collaboratively in high-pressure situations.
- Communication as a core strength. Heavy focus on using data to articulate a story or an issue.
- Dedicated to championing the customer problem until resolution.
- Excellent time management skills and a solid sense of urgency.
- Initiative and desire to learn new skills/ technologies and remain up-to-date with the latest trends; real passion for solving technical problems.
- Experience working with and improving Support ticketing systems, related workflows, and tools and processes
- Flexibility to handle critical cases after hours as needed.
- Knowledge of Splunk technical concepts is desirable.
- Committed to creating and developing a high-performing team that promotes the Splunk culture.
Splunk is an Equal Opportunity Employer
At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.
Note:
Base Pay Range
SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $160,000.00 - 220,000.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $144,000.00 - 198,000.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $129,600.00 - 178,200.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our next-level benefits at https://splunkbenefits.com.
Thank you for your interest in Splunk!