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Splunk Splunk Problem Manager in Detroit, Michigan

Splunk Problem Manager

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success.

Job Description:

The Splunk Problem Manager is a member of the Customer Support Incident & Escalations Management Team at Splunk, responsible for driving root cause analysis and problem remediation of the most impactful incidents and escalations. These issues impact our customers' experience of Splunk products every single day. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction. The ideal Splunker for this role will have a good blend of technical and soft skills, strong deductive reasoning capabilities, and communicate with a high degree of effectiveness and “awesome” up/down/across our Global Support, Product, Engineering, and Operations organization. You will drive problem investigations from root cause identification to closure. You will have the opportunity to shape this position from the very beginning. This role is highly visible across the organization and will help shape Splunk's Problem Management culture for years to come. In a nutshell… you will drive and be looked at to “level up” the support organizations ability to identify and eliminate the root cause of customer Escalations and Incidents.

Responsibilities:

  • Be the single point of contact for one or more problems and be responsible for ownership and coordination of actions of those problems

  • Facilitate collaborative efforts to identify root cause and contributing factors, and ensure accurate assignment of ownership of all action items.

  • Lead Post Engagement Reviews (Post Incident and Post Escalation Reviews) for critical and high priority incidents and customer escalations with a focus on process improvement as well as technical resolution. Help drive identification of lessons learned, leveraging Problem Management techniques to identify root cause and prevent re-occurrence.

  • Develop, manage, and promote the Problem Management process and associated procedures in a collaborative way across Splunk technical and account/field teams

  • Extract trends on case types, root cause closure codes, key problem areas, products. Hold regular meetings with technical teams to review recurring Problems and press for final resolutions - or escalate. Produce 'Escalation Reports' on recurring problems and issues not being resolved.

  • Ensure that the Problem Management process is documented, understood, and followed

  • Ensure necessary reports (RCAs, PIRs, PERs) are created to a high standard of written excellence and delivered to customers in a timely manner

  • Restore the customer's confidence in Splunk and Splunk products by effectively communicating and delivering Root Cause Messaging to Splunk customer executives and users

  • Effectively build and develop relationships across Support and within other Splunk organizations to ensure success.

Required Qualifications:

  • 5 – 10 years of experience in a related or similar position

  • Expert understanding of Problem Management framework and root cause analysis

  • Experience of working in a highly technical environment, with the ability to drive investigations with technical and non-technical teams

  • Strong ability to communicate efficiently and effectively with different teams, from Engineers to Support and Management with the ability to communicate technical issues to non-technical teams

  • Good understanding of data centers, cloud platforms, software deployments, monitoring tools, and databases. Prior experience with Cloud or SaaS companies puts you in the front of the line

  • Exudes Customer Success. Passionate about doing what’s right for the customer. High energy and contagious enthusiasm. Willing to take on the tough projects and challenges to support the growth of the business.

  • Ability to work independently with a “make it happen” attitude; can operate and execute in areas of uncertainty and ambiguity; problem solver and quick learner.

  • Thrives to be seen as a trusted advisor and technical leader who is highly requested by management and peers.

  • Proven knowledge of Problem Management frameworks (eg. ITIL)

  • Occasional weekend work as the business requires

Nice to have:

  • Experience with specific tools (SFDC, Jira, Confluence)

  • Knowledge of software development lifecycle

  • Bachelor’s degree in computer science, information security or related field is required or equivalent practical work experience

  • Strong financial and business sense, critical thinking, decision-making abilities

  • Fundamental solid understanding/overview of Splunk

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 you are 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.

About Splunk

Splunk was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most complex areas of big data—generated by every component of IT infrastructures, applications, mobile phone location data, website clickstreams, social data, sensors, RFID and much more.

Splunk is focused specifically on the challenges and opportunity of taking massive amounts of machine data, and providing powerful insights from that data. IT insights. Security insights. Business insights. It’s what we call Operational Intelligence.

Since shipping its software in 2006, Splunk now has over 13,000 customers in more than 110 countries around the world. These organizations are using Splunk to harness the power of their machine data to deepen business and customer understanding, mitigate cybersecurity risk, prevent fraud, improve service performance and reduce costs. Innovation is in our DNA – from technology to the way we do business. Splunk is the platform for Operational Intelligence!

Splunk has more than 2,700 global employees, with headquarters in San Francisco, an office in San Jose, CA and regional headquarters in London and Hong Kong.

We’ve built a phenomenal foundation for success with a proven leadership team, highly passionate employees and unique patented software. We invite you to help us continue our drive to define a new industry and become part of an innovative, and disruptive software company.

Benefits & Perks: Wow! This is really cool!

SF Only

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO, sick leave, stocked micro kitchens in Splunk offices, catered lunches on Mondays, catered breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer, “Fun Fridays”.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Non SF

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO and sick leave. Our work environments vary by location however we believe in hosting amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, catered lunches on Mondays and breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer and “Fun Fridays”.

This isn’t a job – it’s a life changer – are you ready?

Individuals seeking employment at Splunk are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. 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 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 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.

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