Full-Time

Senior Escalation Manager

Posted on 5/27/2024

Splunk

Splunk

5,001-10,000 employees

Data integration and security platform

AI & Machine Learning
Data & Analytics
Cybersecurity

Senior

London, UK

Required Skills
Communications
Salesforce
JIRA
Confluence
Data Analysis
Requirements
  • 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
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
  • Sets expectations and provides updates regarding troubleshooting and resolution action plan 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 process, procedures, along with development of dashboards and run-books
  • Collaborate with partner to help restore customers confidence in Splunk and Splunk products

Splunk offers a Unified Security and Observability Platform that integrates data from hybrid, multicloud environments to enhance resilience and security through accurate threat detection, rapid investigations, and automated response. The platform provides real-time visibility and troubleshooting, focusing on security and reliability.

Company Stage

M&A

Total Funding

$1.4B

Headquarters

San Francisco, California

Founded

2003

Growth & Insights
Headcount

6 month growth

0%

1 year growth

2%

2 year growth

6%

Benefits

Medical, dental and vision insurance plans for regular, full-time U.S. employees — choose the best plans for you and your family. Plus: Health Savings Account (HSA), Life insurance and survivor benefits, Flexible Spending Accounts (FSA), Business travel and accident insurance, Voluntary Critical Illness & Hospital Indemnity

Eligible employees enjoy: 401(k) Plan with a company match, Employee Stock Purchase Plan (ESPP), Equity awards, Bonus or commission program

We support you and your family: Paid parental leave, Mother rooms and wellness rooms, Family Planning

Your work/life balance is important to us, that's why we offer: 16 company holidays, 15 vacation days, 10 sick days, 10 bereavement days, 5 volunteer days

Ensuring our employees' success goes beyond insurance plans: Education reimbursement, Electric car charging stations, Employee Assistance Program (EAP), Stocked kitchens, Gym discounts/onsite fitness centers, Pet insurance discount, Student loan resources, Cool workspace with collaborative environments, 529 College Savings Plan

INACTIVE