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Incident & Escalation Manager, Splunk (ITSM)

Incident & Escalation Manager, Splunk (ITSM)

Cisco

3 - 8 years

13 - 19 Lacs

hyderabad

Posted:6 days ago| Platform:

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Skills Required

splunk issue management confluence service management external communications it service management cloud technologies artificial intelligence salesforce cloud technical support automation itsm incident management observability jira

Work Mode

Work from Office

Job Type

Full Time

Job Description

Meet the Team
Splunk, a Cisco company, is committed to building a safer and more resilient digital world. Leading enterprises worldwide rely on our unified security and observability platform to keep their digital systems secure and reliable.

While our technology is exceptional, it is our people who make Splunk and Cisco an outstanding career destination and a recognized best place to work. We value your authentic selfyour unique "million data points." Bring your experience, problem-solving skills, passion, and joy to help us innovate and protect.

Your Impact

As a Senior Incident Commander on the Splunk Rapid Response Team, you will own the end-to-end response to customer-impacting incidents and critical issues. You will join a distributed team responsible for managing high-priority incidents from initial triage through to after-action review.

This role demands:

A decisive leader who operates effectively under pressure, directing customers, Splunk engineers, and support management to resolve incidents swiftly and efficiently.
Strong knowledge and experience with incident and critical issue management frameworks.
A natural ability to communicate clearly with both technical and business partners.

Key Responsibilities

Lead timely triage and management of incidents and case critical issues, meeting defined Service Level Objectives (SLOs) for sensitive, urgent, and critical issues.
Manage a high volume of incident and critical issue submissions, seeing opportunities to improve workflows and processes.
Facilitate complex troubleshooting discussions, coordinating resources and ensuring ustomers remain fully aligned on work and timelines for fast turnaround.
Prepare clear and concise status updates tailored for both engineering teams and executive audiences to ensure effective communication.
Document key events and milestones throughout the incident lifecycle.
Set and manage customer expectations, providing regular updates on troubleshooting and resolution plans for internal and external communications.
Nurture and restore customer confidence in Splunk products and solutions through effective listening and communication.
Recognize when escalation is needed to involve appropriate partners to drive optimal resolution.
Participate actively in daily incident and escalation meetings, offering constructive feedback and proposing solutions and ideas for ongoing improvements.
Contribute to special projects as assigned.

Minimum Qualifications

Minimum 3 years of experience in incident and/or escalation management or technical support roles, with strong relevance to IT Service Management (ITSM) frameworks.
Proven ability to prioritize and execute tasks effectively in high-pressure environments.
Excellent verbal and written communication skills, capable of conveying complex ideas clearly to customers and internal teams.
Customer-focused approach with a track record of sound judgment and adaptability to understand needs and drive resolution.
Experience managing multiple incidents and critical issues simultaneously, including thorough case documentation.
Good understanding of cloud technologies and their impact on incident management is a plus.
Experience with Jira, Salesforce (SFDC), and Confluence is advantageous .
Familiarity with Artificial Intelligence tools and practices relevant to incident detection and automation.
Skilled in translating complex technical information into clear, jargon-free language for diverse audiences.
Demonstrated knowledge and application of ITIL framework and guidelines.
Able to work flexible hours, including early mornings and weekends, as the role follows a 4x10 shift schedule (4 days per week, 10-hour days) that includes weekend coverage.

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Incident & Escalation Manager, Splunk (ITSM)