Meet the Team

As a Manager within the Splunk Support Organization in the EMEA region, you will lead a team of highly skilled Technical Consulting Engineers dedicated to delivering world-class technical support and contracted services to our customers. Your leadership will be pivotal in ensuring customer success by resolving complex technical issues, driving operational excellence across global delivery models, and fostering strong cross-functional partnerships to overcome delivery challenges. You will join a collaborative and inclusive environment that values continuous learning, measurable impact, and alignment with Cisco's Conscious Culture. This role offers an exciting opportunity to develop talent, influence outcomes at scale, and directly impact customer satisfaction and business results.

Your impact

As a people leader, you will manage the day-to-day operations of your team by setting clear expectations, coaching performance, and cultivating a high-performing, inclusive culture aligned with Splunk and Cisco values. You will manage staffing and workload balancing to ensure consistent delivery of high-quality customer support. You will own the execution of operational rhythms, including escalations, business reviews (MBR/QBR), and closed-loop follow-ups, ensuring commitments are tracked and fulfilled. Serving as the escalation point for high-priority support cases, you will coordinate resources to resolve critical customer issues. You will collaborate closely with engineering teams to address core product issues and drive continuous improvement initiatives. Additionally, you will develop and implement scalable processes and reporting to optimize team productivity and customer outcomes. Partnering cross-functionally, you will remove delivery roadblocks and support organizational goals. Finally, you will foster a culture of continuous learning, technical growth, and customer-centric problem solving within your team.

Minimum Qualifications

• Bachelor's degree in Computer Science, Electrical Engineering, or equivalent experience.
• 5–10 years of relevant leadership experience in support, services delivery, or IT.
• Proven experience leading operational execution against defined KPIs and managing escalations in a multi-team environment.
• Strong communication skills with the ability to clearly articulate role expectations, delivery status, and business results.
• Proven data-driven leadership skills, with the ability to leverage workforce metrics and analytics to inform decision-making, optimize team performance, and drive continuous improvement.

Preferred Qualifications

• Demonstrated ability to build and develop high-performing teams aligned with culture and business needs.
• Working knowledge of support and services delivery processes and quality/compliance standards.
• Ability to operate autonomously, define goals, and manage complex issues.
• Strong cross-functional collaboration skills.
• Experience with Cloud/SaaS software products is highly coveted.

Technical Requirements

• Experience working with complex products like Splunk; knowledge of Splunk or Business Intelligence tools is advantageous.
• Familiarity with support ticketing systems and technical support operations.
• Commitment to championing customer issues through to resolution.

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.