Job Detail

Job Description

Cloud Ops Problem Manager

Join us as we pursue our vision to make the world a place where data can provide clarity, elevate discussion, and drive progress for 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. Learn more about Splunk careers and how you can become a part of our dream team.

The Problem Manager is responsible for managing and driving resolution on complex technical issues that arise within our cloud-based software products. This includes identifying, analyzing, and resolving problems, as well as implementing preventative measures to minimize the impact of future incidents. The ideal candidate will have excellent problem-solving skills, and experience working in a fast-paced, customer-focused environment.

Responsibilities

• In addition to handling incoming problems, a Sr problem manager also contributes in the following ways
• Maintains onboarding and educational materials
• Maintains Problem process documentation
• Able to publish complete Root Cause Messages as needed to support the team
• Mentors junior members with simple Splunk reports
• Works with lead team members on Splunk related projects
• Obtains internal/external feedback regarding the program, turning them into actionable plans to improve process/procedure
• Works with the team to refine team process improvement ideas
• Drives minor process improvement plans
• Training of new Problem managers
• Actively drives the creation and enhancement of problem tickets in partnership with Incident Management

Qualifications

BS/BA degree with 4 years related experience, or 6 years industry experience. Expected to have advanced ITIL certification or industry certifications which can contribute to the experience requirement.

Most importantly, you are action-oriented and focused on delivering with a strong desire to learn.

Splunk experience is always a plus, but not required. We do offer extensive (free for employees) training programs to help you understand and fully utilize our products.

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 the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider employment for qualified applicants with arrest and conviction records.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Note 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 below, 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.

Skills Required

• Problem Solving
• Customer-Focused Service
• Documentation
• ITIL
• Incident Management
• Major Incident Management
• Manufacturing Process Improvement
• Problem Management
• Root Cause
• Service Improvement