Technical Escalation Manager
Found in: Talent UK C2 - 2 weeks ago
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 issuesReview and refine team process, procedures, along with development of dashboards and run-booksCollaborate with partner to help restore customers confidence in Splunk and Splunk productsRequired Qualifications:
8+ years industry relevant experience with proven leadership and/or technical support experienceAbility to communicate sophisticated ideas efficiently with customers and engineering teams at SplunkAbility to optimally prioritize and implement tasks in a high-pressure environmentAbility to establish relationships and influence Senior Leadership including difficult conversations at all levelsAbility to collaborate with peers and work cross-function as needed with Support and/ or Engineering teamsConfirmed knowledge of ITIL frameworks (Incident, Escalation, Problem primarily)Strong critical thinking, decision making and conflict resolution skillsStrong data analytics and report leadership skillsAbility to prioritize multiple escalations at varying levels including case documentationUnderstanding of a wide array of software, SAAS platform technologiesSalesforce, Jira, Confluence, Google suite experience are a plusNice to have:
Knowledge of software development in cloud based offeringsFundamental understanding/overview of Splunk or similar data collection software-
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