Cloud Operations Incident Commander- Remote

Incident Commander (SIRT) Role:Want to work in a dynamic environment with the latest cloud technologies? Want to learn Splunk from the inside and grow your career in exciting ways? Splunk is looking for self-starting individuals to be a part of the Splunk Incident Response Team (SIRT). The SIRT manages incidents that affect the availability and performance of Splunk platform and products for our customers globally. The SIRT is an always-on / always-active team making sure that each of our customers has an outstanding experience. We’re looking for an Incident Commander to join our team in supporting and supervising our ever-expanding product range.As a member of the Splunk Incident Response Team, you will be responsible for leading cohesive response to high profile customer impacting incidents. In this role, you will be part of a team of global incident commanders responsible for managing high priority incidents from initial triage through to post incident review forums. 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. We are looking for a natural leader with proven knowledge of incident management frameworks, a demonstrable understanding of distributed systems environments and the ability to communicate clearly and effectively to technical and business audiences.Responsibilities:Use the Splunk Incident Management Process to restore normal service operations as quickly as possible thus reducing the Mean Time to Repair on business operations.Assemble and lead the response team using strong methodical troubleshooting techniquesCapture and document key events and milestones during the life-cycle of the incident and communicate status accordingly to internal and external audiences as requiredSet clear incident resolution objectives (exit criteria) and timings.Establish accurate expectations from response teams to ensure customer satisfaction throughout the process.Supervise and manage incidents fully to ensure accurate information is captured.Own Incident Commander responsibilities, contribute to post incident review, and follow through with action plans assigned to you.Coordinate with global peers to hand-off active incidents using the follow-the-sun principle.An eye for Continuous Service Improvement programs to drive more efficiency in People, Process and Technology in an effort to improve the Customer ExperienceRequirements:This is an opportunity for candidates with some incident management experience, excited about the technology and want to be part of a global team. You will be progressing your career in the Incident Management space with the support and tools to succeed.You have a bachelor’s and 2+ years of major incident response and management experience or equivalent work experience.Have a clear understanding of the ITIL Incident framework.You can think outside the box and work on multiple tasks simultaneously while dynamically prioritizing based on changing conditions.Ability to work multi-functionally and to influence and execute across groupsYou enjoy problem solving and analyzing global-scale distributed systems.You have outstanding interpersonal and communication skills.You remain calm and collected in stressful situations, such as a major service outage.You are willing to work a 4×10 hour weekly shift model including weekends and holidays.Negotiation, mediation, and conflict management skills.Strong leadership skills.We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and benefits, and may be eligible for equity.Benefits are an important part of Splunk’s Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off, an ESPP and much more! Learn more about our comprehensive benefits and wellbeing offering here (https://splunkbenefits.com/int) .Base Pay RangeSF Bay Area, Seattle Metro, and New York City Metro AreaBase Pay Range: $100,000 – 137,500 per yearCalifornia (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and MassachusettsBase Pay Range: $94,400 – 129,800 per yearAll other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.Base Pay Range: $84,800 – 116,600 per yearAbout SplunkSplunk was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most complex areas of big data—generated by every component of IT infrastructures, applications, mobile phone location data, website clickstreams, social data, sensors, RFID and much more.Splunk is focused specifically on the challenges and opportunity of taking massive amounts of machine data, and providing powerful insights from that data. IT insights. Security insights. Business insights. It’s what we call Operational Intelligence.Since shipping its software in 2006, Splunk now has over 13,000 customers in more than 110 countries around the world. These organizations are using Splunk to harness the power of their machine data to deepen business and customer understanding, mitigate cybersecurity risk, prevent fraud, improve service performance and reduce costs. Innovation is in our DNA – from technology to the way we do business. Splunk is the platform for Operational Intelligence!Splunk has more than 2,700 global employees, with headquarters in San Francisco, an office in San Jose, CA and regional headquarters in London and Hong Kong.We’ve built a phenomenal foundation for success with a proven leadership team, highly passionate employees and unique patented software. We invite you to help us continue our drive to define a new industry and become part of an innovative, and disruptive software company.Benefits & Perks: Wow! This is really cool!SF OnlyMedical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO, sick leave, stocked micro kitchens in Splunk offices, catered lunches on Mondays, catered breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer, “Fun Fridays”.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Non SFMedical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO and sick leave. Our work environments vary by location however we believe in hosting amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, catered lunches on Mondays and breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer and “Fun Fridays”.This isn’t a job – it’s a life changer – are you ready?Individuals seeking employment at Splunk are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.Splunk doesn’t accept unsolicited agency resumes and won’t pay fees to any third-party agency or firm that doesn’t have a signed agreement with Splunk.To check on your application click here.