Rapid Response Commander
Description
Role Summary
What you'll get to do
- Effectively triage/run incidents/case escalations in a timely manner (meeting all current Service Level Objectives) for sensitive, urgent, or critical issues.
- Manage high intake volume of incident and case escalation submissions. With an eye to overhaul or suggest workflow improvements.
- Lead complex troubleshooting conversations and problem-solving skills to ensure coordination of resources and keeping stakeholders/key contributors on track for deliverables.
- Craft clear and concise status updates tailored for easy consumption by engineers and executives.
- Capture and document key events and milestones during the lifecycle of the incident and case escalation.
- Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and customer facing communications.
- Restore the customer's confidence in Splunk and Splunk products through effective listening and communications skills.
- Understand when to escalate an issue internally, to ensure appropriate stakeholders are involved for optimal resolution.
- Engage in daily incidents, escalations, and internal meetings with constructive feedback and proposing solutions.
- Participate in special projects as assigned.
Must-have Qualifications
- 2+ years in incident/escalation management or technical support.
- Flexibility to work non-standard working hours which may include early morning hours, evening hours and/or weekends. This role will be required to work a 4x10 shift schedule (i.e. 4 days per week, 10 hours per day). The schedule assigned may include a weekend day (Saturday and/or Sunday).
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk.
- Customer success mindset, proven track record and ability to make good judgements and pivot to ensure resolution.
- Ability to manage multiple customer escalations/incidents at varying levels including case documentation.
- Work well in a dynamic, changing environment and becomes comfortable with ambiguity.
- Knowledge of Jira, SFDC, and Confluence is a plus.
Note:
Base Pay Range
Costa Rica
Base Pay: CRC 20,000,000.00 - 27,500,000.00 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!