Senior Major Incident Manager
2 months ago
As a member of the Major Incident Team, you will lead the response to high-profile incidents impacting customers. You will be part of a distributed team managing high-priority incidents from initial triage by the Rapid Response Team (RRT) or through direct escalations from management or executives.This role requires someone who can take charge in high-stress situations, providing direction to customer personnel, Splunk engineers, and support management to swiftly resolve incidents. We seek a natural leader with extensive knowledge of incident and escalation management frameworks and the ability to communicate clearly with both technical and business teams.Responsibilities
Supervise critical situations and ensure executive awareness of P0/P1 incidents, maintaining visibility, providing crucial updates, and strategically coordinating sources until resolution.Lead prioritization with various multi-functional teams, understanding interdependencies.Support and be responsible for all support enablement functions (Manager on Duty, Hypercare, Global Escalation Management), ensuring effective management and resolution throughout requests.Initiate and prepare Major Incident Reviews (MIRs), compiling comprehensive data to enable Problem Management to complete full Post Incident Reviews (PIRs) and any Root Cause Analysis (RCA) or Root Cause Message (RCM).Conduct proactive trend analysis, including cost-benefit analysis.Drive continuous service improvement within and outside the Major Incident Management team.Lead projects across people, processes, and tools, ensuring multi-functional representation and improvements from concept to implementation.Understand Splunk’s Operating Model for supported services.
Requirements
5+ years in incident/escalation management within an enterprise software company or leading corporations across various industries (Financial, Manufacturing, Public, or Private sectors).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 weekend days.Communicate sophisticated ideas effectively, with customers and internally at Splunk.Customer-focused approach, with a consistent record of making sound judgments and changing directions to ensure resolution.Ability to prioritize and implement tasks in a high-pressure environment.Capability to run multiple customer incidents and supporting documentation simultaneously.Experience representing the MIM organization at senior/executive levels, both internally and externally.Adaptability to a dynamic, changing environment and comfort with ambiguity.Knowledge of Jira, SFDC, and Confluence is a plus.Basic understanding of cloud technology.Experience in internal and external communication, with the ability to articulate and translate sophisticated technical information into easily digestible and jargon-free terms.Proven knowledge and implementation of incident and problem management frameworks (e.g., ITIL), with multi-functional responsibilities. A service management/service delivery ethos to drive a customer-first approach.Splunk offers flexibility in working arrangements for most roles, including remote and in-office options. We have a market-based pay structure that 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, knowledge, skills, and experience. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
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