Global Director of Incident and Escalation Management
Posted on: November 19, 2021
Global Director of Incident and Escalation Management Customer
Success and Support Plano, Texas San Francisco, California Denver,
Colorado Austin, Texas Seattle, Washington Dallas, Texas Portland,
Oregon Columbus, Ohio Chicago, Illinois Raleigh, North Carolina
Minneapolis, MN New England, United States McLean, Virginia San
Jose, California Des Moines, Iowa Boulder, Colorado As the Global
Director of Incident and Escalation Management you will be
responsible for leading and growing the Technical Support Problem,
Incident and Escalation (P.I.E) Team. In this role, you will lead
the team to drive the resolution of Customer or Splunk reported
product issues across all Spunk technologies. We are looking for a
candidate who will challenge the status quo; transform processes,
tools and ways of thinking; and drive operational excellence
throughout the business. The successful candidate has strong
interpersonal and cross-organizational collaborative skills.
Reporting to the VP, Global Support Delivery, the Global Director
of Incident and Escalation Management, will lead an experienced
global team of Major Incident Managers, Escalation Managers, and
Problem Managers to deliver exceptional customer experiences 24x7
across all of our products and offerings. The Global Director,
Incident and Escalation Management should have experience leading
global 24x7 organizations, with deep experience in their domain.
This leader must be able to partner and interface across all levels
of an organization, adapt to and navigate varied operational models
depending on product/ technology, have a very strong natural
approach to collaboration and communication skills, and be a
strategic thinker able to deliver on current responsibilities and
expectations and creatively plan for the future. You are an
absolute professional who also has an exceptional sense of humor
and can keep tense situations light while being able to read the
room. Bonus points: Dad jokes. Responsibilities: Strategy, Scale
- Lead the major incident and escalation process to drive the
restoration of services quickly for customers while minimizing
- Own and execute a continuous improvement strategy focused on
continually reducing the impact of issues, as well as the frequency
and severity of future issues.
- Build processes and capacity plans to enable growth and
- Develop a closed loop system for eliminating defects that
caused the escalation at the source to prevent future issues. A key
measure should be the elimination of repeat customer issues of the
- Ensure quality team outcomes such as customer-facing Root Cause
Analysis (RCA) documents, senior executive readouts, and
After-Action Reports (AAR's). Drive root cause analysis and
corrective action completion to help eliminate disruption of
services and consequently improve the day-to-day operations of the
organization using validated problem analysis methodology and
tracking all elements of the RCA to closure.
- Act as the single escalation point for all critical and major
incidents handled by the Global Incident and Escalation Team
Leadership, customer focus, influence and communication
- Lead and grow a diverse team responsible for responding to,
investigating, managing, and resolving high-impact incidents
- Coordinate efforts across multiple teams in order to ensure an
effective incident response capability.
- Create effective reporting for multiple audiences, delivered
with an appropriate level of detail on a timely basis.
- Develop processes, partnerships, and resource plans with
internal teams (e.g. Development) to ensure immediate action is
being executed on raised issues.
- Ensure global teams act as one, including seamless handoffs,
and coverage models for holidays and weekends.
- Forge tight partnerships (and processes) with internal leaders
(and their respective teams) to ensure delivery of a flawless
process with customers. Insight and Action
- Identify new insights from incident and problem data to help
focus future efforts on product and service stability.
- Deliver consistent, industry leading metrics for
incidents/escalations across response time, resolution time,
customer satisfaction, and process or technology fixes from root
- Design and deploy a mechanism for tracking and reporting status
of critical issues that can be shared with customers and internal
groups, while automating process and alerting. Requirements:
- 10+ years of experience using data to drive decision-making and
improving operations, communicating to Executives, both internal
and external, and leading / managing teams.
- 10+ years experience supporting and troubleshooting commercial
end user software applications, preferably with enterprise level
- 3+ years supporting Enterprise Software and/or Cloud based
- You will be Customer Focused with a demonstrated history of
delivering consistent results in terms of responsiveness,
resolution, and CSAT at scale.
- Excellent Communicator. Excellent verbal and written skills
(specifically in the documentation and presentation of findings),
as the role requires heavy interaction with customers, Splunk
leadership (at all levels), external vendors, and other strategic
partners. Clearly explain highly technical issues to a
- Tenured experience leading global incident management and/ or
escalation teams with an eye on process maturity
- Demonstrated strategic and tactical thinking, quantitative and
analytical skills, in difficult situations.
- Ability to influence and persuade internal partners without
- Demonstrated ability to quickly adapt in dynamic
- Possess a bias for action - willing to move rapidly and
decisively to resolve customer issues.
- Ability to work global hours including weekends and holidays as
needed. Preferred Qualifications:
- A consistent track record of successfully delivering
initiatives from conception through completion in particular within
the Incident / Problem and Escalation Management processes, people,
process and technologies
- Expertise in incident management industry standard
methodologies and framework like ITIL, ICS, MIM, SP800-61.
- Experience working across geographies and functional teams
(e.g. Engineering, Product Management, Operations, Customer
Success, Global Support).
- Prior experience as a Technical Support or Service
- You will have worked with tools such as JIRA, SFDC, ServiceNow,
Slack, Incident orchestration and automation tools (i.e. VictorOps,
- B.S in Computer Science or other equivalent technology
required. We value diversity at our company. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
national origin, or any other applicable legally protected
characteristics in the location in which the candidate is applying.
For job positions in San Francisco, CA, and other locations where
required, we will consider for employment qualified applicants with
arrest and conviction records. (Colorado only*) Minimum base salary
of $135,000. You may also be eligible for incentive pay + equity +
benefits.*Note: Disclosure per sb19-085 (8-5-201 et seq). Splunk
turns machine data into answers. Organizations use market-leading
Splunk solutions with machine learning to solve their toughest IT,
Internet of Things and security challenges.
We value diversity at Splunk. We are committed to equal employment
opportunity regardless of 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 also consider qualified applicants regardless of criminal
histories, consistent with legal requirements. Click here to review
the US Department of Labor's EEO is The Law notice. Please click
here to review Splunk's Affirmative Action Policy Statement.
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reasonable accommodations for employees who have qualifying medical
or religious reasons.
For job positions in San Francisco, CA, and other locations where
required, we will consider for employment, qualified applicants
with arrest and conviction records.
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