Problem Manager, Splunk

This is a fully remote position, open to applicants in New York.

📋 Description

• Convert incidents that impact customers into actionable improvements and effective communication.

• Oversee the post-incident lifecycle and ensure accountability for achieving high-quality results.

• Collaborate with global stakeholders throughout the organization.

• Detect emerging trends through proactive data analysis to avert future service failures.

• Create advanced capabilities, including comprehensive record linkage and executive reporting.

• Facilitate root-cause analysis and ensure accountability for corrective actions.

• Link operational insights to enhancements in products.

• Simplify complex technical data into understandable communications for both customers and leadership.

• Establish or enhance Problem Management practices, governance frameworks, workflows, and operational programs.

• Develop reports and executive narratives that connect operational status and technical findings to business risks, service performance, and customer experience.

• Oversee intricate tasks across Engineering, Product, Operations, Support, and customer-facing teams.

• Create known-error management, repeat-issue detection, trend-analysis, dashboards, training, operational procedures, and continuous improvement initiatives.

• Be available for on-call duties as required.

⛳️ Requirements

• Bachelor’s degree and over 8 years of experience in Problem Management, Incident Management, service operations, reliability, technical support, customer experience, or a related field.

• Proficient in post-incident review, root-cause analysis, contributing-factor analysis, corrective-action management, known errors, and continuous improvement.

• Capable of linking incidents, problems, root causes, known errors, engineering defects, corrective actions, permanent fixes, and customer outcomes.

• Experienced in recognizing recurring incidents and systemic trends across records, customers, products, services, or technical components.

• Skilled in designing or significantly enhancing Problem Management capabilities, governance models, operational programs, or cross-functional workflows.

• Ability to influence resource distribution, establish accountability, maintain stakeholder commitment, eliminate obstacles, manage competing priorities, and push for permanent resolution.

• Competent in constructing reports and executive narratives that connect technical findings to business risks, service performance, and customer experience.

• ITIL 4 or ITIL Version 5 certification, or an equivalent service-management qualification.

• Proven experience leading complex Problem Management or post-incident initiatives in a large-scale cloud, SaaS, enterprise software, or technology services environment.

• Experienced in governing tasks across Engineering, Product, Operations, Support, and customer-facing teams in a matrixed environment.

• Knowledgeable in establishing or modernizing known-error management and repeat-issue detection programs.

• Experienced in creating executive dashboards, leadership reporting, and governance cycles.

• Familiarity with incident-management, problem-management, defect-management, customer-support, and analytics platforms.

• Familiarity with incident and work-management platforms such as incident.io, Jira, Salesforce, or similar systems.

• Strong analytical and data literacy capabilities.

• Excellent written and verbal communication skills.

• Ability to influence senior leaders in a complex, matrixed organization.

• Ability to collaborate effectively across AMER, EMEA, and APJC time zones.

• Available for on-call duties as required.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with Cisco matching contributions.

• Paid parental leave.

• Short- and long-term disability coverage.

• Basic life insurance.

• Cisco restricted stock unit grants may be available.

• 10 paid holidays per full calendar year.

• 1 floating holiday for non-exempt employees.

• 1 paid day off for the employee’s birthday.

• Paid year-end holiday shutdown.

• 4 paid days off for personal wellness.

• 16 days of paid vacation time per full calendar year for non-exempt employees.

• Flexible vacation time off program with no defined limit for eligible exempt employees.

• 80 hours of sick time off provided at hire and each January 1st thereafter.

• Up to 80 hours of unused sick time can be carried forward.

• Additional paid time off for critical or emergency family issues.

• Optional 10 paid volunteer days per full calendar year.

• Annual bonuses may be available for non-sales positions.

• Performance-based incentive pay for employees on sales plans.

• Opportunities for growth and development.

• Global collaboration and development opportunities.