Incident & Escalation Manager, Splunk (ITSM)
NeuralFabric
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 self—your 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.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.