Cloud Operations Incident Commander

Customer Success and Support Krakow, Poland


Want to work in a dynamic environment with the latest cloud technologies? Want to learn Splunk from the inside and grow your career in exciting ways? Splunk Cloud is looking for self-starting individuals to be a part of the Splunk>Cloud Network Operations Center (CNOC). 

Splunk CNOC manages incidents that affect the availability and performance of Splunk>Cloud service for our customers Globally. The Splunk CNOC is an always-on / always-active team making sure that eachof our customers has an outstanding experience.

We’re looking for an Associate Incident Commander II to join our team in supporting and supervising our ever-expanding Cloud platform.

Responsibilities:

  • Use the Splunk Incident Management System (SIMS) to restore normal service operations as quickly as possible to minimize impact to Customer business operations
  • Respond to alerts from proactive monitoring and escalate as needed
  • Assemble the response team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise
  • Establish accurate expectations from response teams to ensure customer satisfaction throughout the process
  • Supervise and manage incidents fully to ensure accurate information is captured
  • Assemble and lead conference calls for diagnosis and remediation of customer impacting outages
  • Provide Incident Commander responsibilities, contribute to post incident review, and follow through with action plans assigned to you
  • Make suggestions for process improvements and improved operational efficiencies
  • Participate in team meetings and discussions, as well as give and gratefully receive feedback
  • Coordinate with global peers to hand-off active incidents for follow-the-sun support

Qualifications:

This is an entry level career opportunity for candidates with some experience, but excited about the technology and want to be part of a global team. You will be progressing your career in the Incident Management space with the support and tools to succeed.

  • You have a Bachelor’s and 2+ years of major incident response and management experience or equivalent work experience
  • You are able to think outside the box and work on multiple tasks simultaneously while dynamically prioritizing based on changing conditions
  • You enjoy problem solving and analyzing global-scale distributed systems
  • You have outstanding interpersonal and communication skills
  • You remain calm and collected in stressful situations, such as a major service outage
  • You have a strong attention to detail
  • You are willing to work weekends, overnight shifts, and holidays with flexibility to work additional shifts on short notice when needed.

Thank you for your interest in Splunk!