Rapid Response Commander

5 months ago

Hyderabad Telangana, India Splunk Full time

Splunk is dedicated to crafting a safer and more resilient digital world. Leading enterprises worldwide rely on our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it’s our people who make Splunk an outstanding place to work, earning us numerous awards as a top employer. As a Splunker, we value your whole, authentic self—what we call your "million data points." Bring your work experience, problem-solving skills, talent, happiness, passion, and everything that makes you outstanding.

**Role**:
As a member of the Splunk Rapid Response Team, you will lead responses to customer-impacting incidents and critical issues. You’ll be part of a distributed team handling high-priority issues from initial triage to after-action review.

We're looking for a professional who can lead in high-stress situations, advising customers, Splunk engineers, and support management to resolve incidents. We need a natural leader with deep knowledge of incident and escalation management frameworks and good communication skills for both technical and business teams

**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 or technical support.
- 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.

Splunk offers flexibility in working arrangements, including remote and in-office options. Compensation varies by location and factors such as skills and experience. This role is eligible for base pay, incentive compensation, and may include equity or long-term cash awards.

Splunk is an Equal Opportunity Employer: At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

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