Description

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

Required Qualifications:

• 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

Nice to have:

• Knowledge of software development in cloud based offerings
• Fundamental understanding/overview of Splunk or similar data collection software

Note:

Base Pay Range

United Kingdom

Base Pay: GBP 64,000.00 - 88,000.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk’s Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

Thank you for your interest in Splunk!