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Global Director of Incident and Escalation Management

Company: Splunk
Location: Austin
Posted on: November 19, 2021

Job Description:

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 and Process

  • Lead the major incident and escalation process to drive the restoration of services quickly for customers while minimizing impact.
  • 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 agility
  • 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 same type.
  • 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 24x7x365.
    • 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 causes.
      • 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 applications.
        • 3+ years supporting Enterprise Software and/or Cloud based technologies
        • 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 non-technical audience.
        • 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 formal authority.
        • Demonstrated ability to quickly adapt in dynamic environments.
        • 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 Engineer.
          • You will have worked with tools such as JIRA, SFDC, ServiceNow, Slack, Incident orchestration and automation tools (i.e. VictorOps, etc). Education:
            • 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.

              Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk's Career Site Privacy Policy.

              Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk's Pay Transparency Nondiscrimination Provision.

              Splunk is committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden's Path out of the Pandemic: COVID-19 Action Plan . As a result, Splunk requires U.S. employees, whether assigned to an office of 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides 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.

              Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk's website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

              Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

              To check on your application click here . You have been redirected to a Splunk job page

Keywords: Splunk, Austin , Global Director of Incident and Escalation Management, Executive , Austin, Texas

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