Senior Problem Manager
Description
Role Summary
What you'll get to do
- Reporting – manage a set of metrics, including appropriate categorisation to identify trends, clusters and hotspots that will point to likely focus areas for the future incident prevention. Reporting may include, proactive trending, seasonal/geography specific analysis, recurring incident volumes, high business impact problems.
- PIR Meetings - Jointly own and lead post incident review discussions with the lead Incident Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people and tools.
- Root Cause Analysis – Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners.
- Major problem management - detailed reviews are conducted on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome.
- Handle incoming requests
- Maintains onboarding and educational materials
- Maintains Problem process documentation
- Publish complete Root Cause Messages
- Works on Splunk related projects as needed
- Obtains internal/ external feedback regarding the program, turning them into actionable plans to improve process/ procedure
- Actively drives the creation and improvement of problem tickets in partnership with Incident Management
- Influence across the organization with data to drive the implementation of preventive measures and improvements .
- Conduct in-depth analysis of incidents
- Manage the complete implementation of root cause fixes and supervise the creation of knowledge articles.
- Established experience in ITSM Tooling for Problem Management at modular level and how it interlocks with Incident and or Change subject areas
- Promote awareness of standard processes for incident management.
Must-have Qualifications
- BS/BA degree with 4 years related experience, or 6 years industry experience.
- Advanced ITIL certification or industry certifications which can contribute to the experience requirement.
- Demonstrated analytic capabilities
- Excellent communication skills, written and spoken
- Most importantly, you think action-first and passionate about delivering with a strong desire to learn.
Nice-to-have Qualifications
- Experience building related programs, or inspiring change and transformation is a plus
- Splunk experience is always a plus, but not required. We do offer extensive (free for employees) training programs to help you understand and fully use our products.
Note:
Base Pay Range
Poland
Base Pay: PLN 184,000.00 - 253,000.00 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 comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our next-level benefits at https://splunkbenefits.com.
Thank you for your interest in Splunk!