Rapid Response Commander
Description
Role
Responsibilities
- Handle incident/critical issues promptly, meeting all Service Level Objectives for urgent or critical issues.
- Handle a high volume of incident and customer concern submissions, suggesting workflow improvements as needed.
- Lead sophisticated efforts, coordinating systems, and keeping partners on track.
- Provide clear and concise status updates for engineers and executives.
- Record key events breakthroughs throughout incidents.
- Set customer expectations and update resolution plans.
- Restore customer confidence in Splunk through effective listening and communication.
- Know when to raise issues internally to involve appropriate partners.
- Participate in daily incidents, partner concerns, and internal meetings, offering constructive feedback and solutions.
- Engage in special projects as assigned.
Requirements
- 2+ years in incident/escalation management.
- Flexibility to work non-standard hours, including early mornings, evenings, and weekends. This role requires a 4x10 shift schedule (four days a week, ten hours a day), which may include weekends.
- Ability to prioritize and implement tasks in a high-pressure environment.
- Strong verbal and written communication skills with both customers and internally at Splunk.
- Customer-focused attitude with a proven track record of good judgment and pivoting to ensure resolution.
- Capability to manage multiple issues/incidents and document cases.
- Adaptability to a dynamic, changing environment and comfort with ambiguity.
- Knowledge of Jira, SFDC, and Confluence.
- Basic understanding of cloud technology.
- Experience translating sophisticated technical information into easily understood, jargon-free terms.
- Proven knowledge and implementation of ITIL framework standard methodologies.
Note:
Base Pay Range
Australia
Base Pay: AUD 97,600.00 - 134,200.00 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 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!