Manager, Rapid Response Team
Description
Role Summary
What you'll get to do
- Provide leadership and direction to the rapid response team, ensuring all duties and tasks are being performed expertly and effectively during each shift.
- Partner with RRT Peers globally to ensure adequate coverage models, training plans, consistent delivery methods and measurable outcomes.
- Partner with peers in Problem Management and other Teams within the Splunk Ecosystem to find opportunities to automate internal repeatable tasks to reduce repeatable risk for our customers and our teams.
- Work closely with various groups within Cloud Operations to drive efficiencies. Including reviewing runbooks and key alert metrics, and overall health and stability of monitoring across our Cloud Platforms.
- Represent the Rapid Response Team in meetings/ process changes and make recommendations on new procedures/ processes.
- Act as a Liaison between various teams such as; monitoring teams, Global Support and leadership for new processes, tools, and knowledge transfers.
- Monitor performance of rapid response team; including training and development opportunities, upskilling, tracking performance, and adhering to quarterly training plans
- Provide responsibilities- including communicating/updating Executive leadership teams, participating in post-incident review, and ensuring action plans are followed through
- Solve issues and participate in on-call support, ensuring stability and performance of Splunk products
- Mentor new team members
- Attract and hire top talent
Must-have Qualifications
- You have 2-4 years in hands-on manager and/ or strong team lead experience in either a technical Support Organization, Technical/ Cloud Operations, or similar Incident/ Escalation role
- Flexible to work non-standard working hours which may include evening hours and/or weekends.
- Understanding of Cloud Services, such as AWS, Azure, GCP
- Experience working with a framework or methodology such as ITSM, ITIL, DevOps, etc.
- Experienced in Systems Administration or Technical Operations
- Hands-on experience maintaining and fix Linux/UNIX servers in a production environment.
- Calm and collected in stressful situations, such as a major service outage.
- Highly collaborative, but also able to take charge and drive a plan to completion.
- Comfortable working in a dynamic environment with highly technical teams.
- Customer success mentality, consistent track record and ability to make good judgments and pivot to ensure resolution
- Demonstrated attention to detail, follow through, and ability to prioritize quickly are necessary
Note:
Base Pay Range
Costa Rica
Base Pay: CRC 28,000,000.00 - 38,500,000.00 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 comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
Thank you for your interest in Splunk!