Senior Escalation Manager
Vor 5 Tagen
Customer Success and SupportHybrid Remote , North Sydney,AustraliaMelbourne,Australia
The Senior Escalation Manager is an exciting role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. Want to help solve sophisticated problems that help Splunk customers? As a member of this team, your goal will be to help understand and drive customer-critical issues with product engineering teams Our key partners in this role will be escalation management, customer support and product engineering. Effective individuals will be responsible for leading and working towards the resolution of high-profile issues, analyzing patterns and reporting back to leadership. This is a senior role at Splunk requiring an individual who can take charge in high-stress situations and give direction to both customer personnel and Splunk engineers to drive expeditious resolution of incidents.
Responsibilities:- Lead and report technical responses with support and key engineering partners and senior leadership. Develop response plans and provide updates back to key partners.
- Advise Senior Leadership of any developments and action plans. Set expectations and provide updates regarding solving and resolution action plans for communication to customers.
- Provide and influence process improvement for the overall experience for our support partners as well as engineering teams.
- Analyze data with a goal to produce strategic recommendations to proactively address systemic issues
- Review and refine team processes and procedures, along with the development of dashboards and run-books
- Collaborate and partner to help restore customers' confidence in Splunk and Splunk products
- 8+ years industry relevant experience with proven leadership and/or technical support experience
- Ability to communicate sophisticated ideas efficiently with customers and engineering teams at Splunk
- Ability to optimally prioritize and implement tasks in a high-pressure environment
- Ability to establish relationships and influence Senior Leadership, including difficult conversations at all levels
- Ability to collaborate with peers and work cross-function as needed with Support and/ or Engineering teams
- Confirmed knowledge of ITIL frameworks (Incident, Escalation, Problem primarily)
- Strong critical thinking, decision making and conflict-resolution skills
- Strong data analytics and report leadership skills
- Ability to prioritize multiple escalations at varying levels, including case documentation
- Understanding of a wide array of software, SAAS platform technologies
- Salesforce, Jira, Confluence, Google suite experience are a plus
- Knowledge of software development in cloud-based offerings
- Fundamental understanding/overview of Splunk or similar data collection software
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