- Take command of incidents by setting up or taking over a multi-functional technical bridge call, comprised of internal and external partners.
- Work with SME's to interpret key metrics from monitoring tools and facilitate a discussion aimed at building an incident action plan (and a backup plan if appropriate).
- Ensure that the partners have a deep understanding of the issue, the action plan and the path to resolution.
- Ensure that each participant understands the incident management process and their role in that process.
- Set clear incident resolution objectives (exit criteria) and timings.
- Provide direction and time management to keep the resolution effort on track and moving forward.
- Host post incident review meetings to assist in the technical root cause analysis.
- Operate as part of a 24X7 global team of Incident Commanders and ensure perfect handover of critical issues to other regions.
- Actively participate and drive team process improvements.
- Partner with outside groups to ensure cross training opportunities are realized.
- 5+ years in incident management or technical support for an enterprise software company.
- Strong leadership skills.
- Proven knowledge of incident management and problem management frameworks (eg. ITIL) as there will be cross functionality responsibilities.
- Demonstrable understanding of distributed systems concepts.
- Ability to work multi-functionally and to influence/implement across groups.
- Strong critical thinking, decision-making abilities.
- Good interpersonal skills, both verbal and written.
- Executive presentation skills.
- Work well in dynamic changing environment and is comfortable with ambiguity.
- Negotiation, mediation and conflict management skills.
- Knowledge of Jira, SFDC, Confluence is a plus.
- Basic understanding of cloud technology.
- Experience with internal and external communication. Be able to articulate & translate complex, technical information into easily digested and understood, jargon free terms.
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Sr Incident Commander - San José, Costa Rica - Splunk Inc
Descripción
Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.
Role Summary
As a member of the Splunk Support Incident Management Team, you will be responsible for owning the response to high profile customer impacting incidents. In this role, you'll be part of a team of global incident commanders responsible for handling high severity incidents from initial triage through after-action review. 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 to Splunk engineers to drive expeditious resolution of incidents. We are looking for a natural leader with proven knowledge of incident management frameworks, a demonstrable understanding of distributed systems environments and the ability to communicate clearly and effectively to technical and business audiences.
Responsibilities
Requirements
