Technical Escalation Manager

Found in: Talent UK C2 - 2 weeks ago


London, United Kingdom Splunk Inc Full time
The Technical Escalation Manager is an exciting role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. Want to help solve sophisticated problems that help Splunk customers? As a member of this team your goal will be to help understand and drive customer critical issues with product engineering teams Our key partners in this role will be escalation management, customer support and product engineering. Effective individuals will be responsible for leading and working towards resolution of high profile issues, analyzing patterns and reporting back to leadership. 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.

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 products

Required 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 plus

Nice to have:

Knowledge of software development in cloud based offeringsFundamental understanding/overview of Splunk or similar data collection software

  • London, United Kingdom Bumble Full time

    The Community Operations team is the team sitting on the front line. Our vision is that the members we support will be more likely to retain and advocate for Bumble than those who never need to contact us - that we are a true differentiator for Bumble. - We are looking for a passionate and driven individual to join our Community Operations team. Working for...


  • London, United Kingdom ITECCO Full time

    **Role**: Senior Escalation Engineer (3rd line) **Location**: St Pancras **Salary**: £40,000 - £45,000 An exciting opportunity has arisen at a market-leading MSP in a central location. I am looking for a driven and determined Senior Escalation Engineer to join my client's ever-growing team. My clients boast a competitive salary, excellent benefit...


  • London, United Kingdom Novax Recruitment Ltd Full time

    Technical Support Officer Hillingdon £17 per hour Full Time Contract ( 4 months long) Novax Recruitment is actively seeking a Business Support Officer in Southwark. This is a contract without a scope for extension working full time hours. The job: - Respond to customer queries and escalate issues and messages to the technical managers and professional...


  • London, United Kingdom MARKJAMES SEARCH LTD Full time

    Italian Speaking Customer Escalation Specialist - 6 Month Contract - London / Soho - £120 - £138 per day In this role you will also be responsible for managing the quality assurance of our customer service responses, submitting audits on the defective cases, and identifying improvement opportunities in existing SOPs (standardised operating procedures),...


  • London, United Kingdom Trip.com Group Full time

    Internal Technical Response · Provide the first technical response and feedback to the local team for system connectivity-related concerns · Identify possible causes and take care of individual and/or basic issues · Forward any universal issues to regional or global headquarters with accurate and complete descriptions of the cases for long-term...

  • Technical Relationship Manager

    Found in: Jooble UK C2 - 3 weeks ago


    London, United Kingdom Trip.com Group Full time

    Internal Technical Response · Provide the first technical response and feedback to the local team for system connectivity-related concerns · Identify possible causes and take care of individual and/or basic issues · Forward any universal issues to regional or global headquarters with accurate and complete descriptions of the cases for long-term...

  • Technical Writer

    7 days ago


    London, United Kingdom Career Moves Group Full time

    **Technical Writer** **Location**:London (Hybrid) **Length**:11.5 months **Rate**:£29.81 p/h **Hours**:9am - 6pm - Plan, research, and produce content for medium sized projects or clearly-defined portions of larger projects, with mínimal supervision. - Given a set of well-defined project constraints, plan and independently execute high-quality work in a...


  • Uxbridge, Greater London, United Kingdom ATP Technical Limited Full time

    You will be managing a department of 15 technical authors and illustrators creating technical journals, service manuals and illustrated parts catalogues for highly advanced aerospace equipment. Your publications will include photographs, video clips, engineering drawings, CAD models and technical data combined with you and your team's creative writing...

  • Technical Program Manager

    Found in: Jooble UK C2 - 1 week ago


    London, United Kingdom Aquent UK Full time

    Job Title: Technical Program Manager Client Location: London(Hybrid) Starting: Asap Salary/Pay Rate: £323 per day(PAYE Inside IR35) Duration: 8 months(till Feb 2025) Organize and manage the activities that lead to the outcomes of a project, what, who, when, and how. Adjust to deliver results on time. Monitor and communicate progress, risks, and...


  • London, United Kingdom Gold Group Full time

    Infrastructure Technical Lead London/ Hybrid 2 days a week in the office £55,000-£65,000 + benefits The Support Desk Technical Lead is responsible for handling third level escalations from the IT Support Engineers. This role will assist the IT Operations Manager and Senior Engineering Team in day-to-day operations, provide support for servers,...

  • Technical Program Manager

    Found in: Talent UK C2 - 3 weeks ago


    London, United Kingdom R3 Full time

    About R3 Professional Services R3's Professional Services team works to bring Corda specialist expertise to our customers to make their adoption successful. We engage directly with our customers to design, build, deploy and advise them on their Corda journey to ensure long-term capabilities are sustained. Through business consulting, technical solutions and...


  • London, United Kingdom Orange Photonics, Inc. Full time

    Position: Full-time We are looking for a motivated individual to spearhead customer account development. All company resources are at your disposal to help you succeed. A clear capability to support B2B sales, pipeline development, and lead generation is paramount to cannabis business experience. Develops sales opportunities by researching and...

  • Technical Program Manager

    Found in: Appcast UK C C2 - 1 week ago


    Greater London, United Kingdom Aquent UK Full time

    Job Title: Technical Program ManagerClient Location: London(Hybrid)Starting: AsapSalary/Pay Rate: £323 per day(PAYE Inside IR35)Duration: 8 months(till Feb 2025)Organize and manage the activities that lead to the outcomes of a project, what, who, when, and how.Adjust to deliver results on time. Monitor and communicate progress, risks, and...

  • Technical Program Manager

    Found in: Appcast Linkedin GBL C2 - 2 weeks ago


    Greater London, United Kingdom Aquent UK Full time

    Job Title: Technical Program ManagerClient Location: London(Hybrid)Starting: AsapSalary/Pay Rate: £323 per day(PAYE Inside IR35)Duration: 8 months(till Feb 2025)Organize and manage the activities that lead to the outcomes of a project, what, who, when, and how.Adjust to deliver results on time. Monitor and communicate progress, risks, and...

  • Technical Program Manager

    Found in: Talent UK 2A C2 - 1 week ago


    Greater London, United Kingdom Aquent UK Full time

    Job Title: Technical Program ManagerClient Location: London(Hybrid)Starting: AsapSalary/Pay Rate: £323 per day(PAYE Inside IR35)Duration: 8 months(till Feb 2025)Organize and manage the activities that lead to the outcomes of a project, what, who, when, and how.Adjust to deliver results on time. Monitor and communicate progress, risks, and...

  • Technical Program Manager

    Found in: Appcast UK C2 - 1 week ago


    Greater London, United Kingdom Aquent UK Full time

    Job Title: Technical Program ManagerClient Location: London(Hybrid)Starting: AsapSalary/Pay Rate: £323 per day(PAYE Inside IR35)Duration: 8 months(till Feb 2025)Organize and manage the activities that lead to the outcomes of a project, what, who, when, and how.Adjust to deliver results on time. Monitor and communicate progress, risks, and...

  • Technical Program Manager

    Found in: Whatjobs ES C2 - 1 week ago


    Greater London, United Kingdom Aquent UK Full time

    Job Title: Technical Program Manager Client Location: London(Hybrid) Starting: Asap Salary/Pay Rate: £323 per day(PAYE Inside IR35) Duration: 8 months(till Feb 2025) Organize and manage the activities that lead to the outcomes of a project, what, who, when, and how. Adjust to deliver results on time. Monitor and communicate progress, risks, and...

  • Technical Lead

    5 days ago


    London, United Kingdom HCL Technologies Full time

    London 5-9 Years UK **Job Family** Practice (Digital) **Job Description (Posting).** Job Description:Primary: AEM front-end and back-end5+ years of working experience on AEM front-end and back-endAbility to work on both support and development projectsWorking experience on Agile projects with exposure to DevopsAbility to work independentlyGood in...

  • Technical Writer

    2 days ago


    London, United Kingdom Career Moves Group Full time

    **Technical Writer** **Location**:London (Hybrid) **Length**:11.5 months **Rate**:£29.81 p/h **Hours**:9am - 6pm **Responsibilities**: - Plan, research, and produce content for medium sized projects or clearly-defined portions of larger projects, with mínimal supervision. - Given a set of well-defined project constraints, plan and independently execute...


  • London, United Kingdom SLAM Full time

    As a Technical Customer Support Specialist, you will act as the first tier of technical support for our clients. The Technical Customer Support Specialist will support customers encountering problems using Vidmob’s platform, offering technical support, answering questions about our products, and escalating support tickets as needed. Clear, concise, and...