Digital Crisis Manager

4 weeks ago

Hyderabad, Telangana, India Splunk Inc Full time

Splunk Inc is a pioneer in crafting a safer and more resilient digital world. As a leading enterprise software company, we rely on our unified security and observability platform to ensure the digital systems of our clients remain secure and diligent.

We value our people as the driving force behind making Splunk an outstanding place to work, earning us numerous accolades as a top employer. When you join our team as a Splunker, we encourage your full, authentic self—what we refer to as your million data points. Bring your work experience, problem-solving skills, and talent, but also your happiness, passion, and everything that makes you outstanding.

About the Role

This position is part of the Major Incident Team at Splunk Inc. You will be responsible for leading the response to high-profile incidents impacting customers. This involves collaborating with a distributed team managing high-priority incidents from initial triage by the Rapid Response Team (RRT) or through direct escalations from management or executives.

Key Responsibilities
  • You will oversee critical situations and maintain executive awareness of P0/P1 incidents, ensuring visibility, providing crucial updates, and strategically coordinating sources until resolution.
  • You will lead prioritization with various multi-functional teams, understanding interdependencies.
  • You will support and be responsible for all support enablement functions (Manager on Duty, Hypercare, Global Escalation Management), ensuring effective management and resolution throughout requests.
  • You will 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).
  • You will conduct proactive trend analysis, including cost-benefit analysis.
  • You will drive continuous service improvement within and outside the Major Incident Management team.
  • You will lead projects across people, processes, and tools, ensuring multi-functional representation and improvements from concept to implementation.
Requirements
  • You must have 5+ years of experience in incident/escalation management within an enterprise software company or leading corporations across various industries (Financial, Manufacturing, Public, or Private sectors).
  • You must be flexible 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.
  • You must communicate sophisticated ideas effectively, with customers and internally at Splunk Inc.
  • You must have a customer-focused approach, with a consistent record of making sound judgments and changing directions to ensure resolution.
  • You must be able to prioritize and implement tasks in a high-pressure environment.
  • You must be capable of running multiple customer incidents and supporting documentation simultaneously.
  • You must have experience representing the MIM organization at senior/executive levels, both internally and externally.
  • You must be adaptable to a dynamic, changing environment and comfortable with ambiguity.
  • A basic understanding of cloud technology is beneficial.
  • Experience in internal and external communication, with the ability to articulate and translate sophisticated technical information into easily digestible and jargon-free terms, is required.
  • Proven knowledge and implementation of incident and problem management frameworks (e.g., ITIL), with multi-functional responsibilities, are necessary.
About the Benefits

Splunk Inc 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. For this position, the estimated annual salary range is between $140,000 and $200,000, depending 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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