Manager, Major Incident Management - Splunk

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NieokreśloneZdalnie·KrakówFull-time

#462573·Dodano 5 dni temu·3

Źródło: Cisco

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Tech Stack / Keywords

Major Incident ManagementSRESaaSclouddistributed systemsobservabilitySplunkIncident.ioITILRCM

Podsumowanie oferty

Lead the Major Incident Management team as it directs the response to the company’s highest-impact customer incidents. You’ll develop Incident Managers, provide senior command during complex or high-risk incidents, and help coordinate service recovery across global teams.

Wymagania

8 or more years of progressive experience in major incident management, critical response, technical operations, SRE, cloud operations, technical program management, or a comparable enterprise technology function.
Experience overseeing high-impact, ambiguous, and prolonged incidents involving multiple engineering, product, cloud, infrastructure, or security teams across regions.
3 years of direct people-management experience, including accountability for the performance and development of direct reports.
Experience coaching or calibrating incident commanders or other response leaders and improving incident-management standards, readiness, governance, or response quality.
Strong understanding of SaaS, cloud environments, distributed systems, observability, service dependencies, and operational signals used to assess customer impact and recovery risk.
Ability to lead incident command with clear objectives, prioritized and sequenced workstreams, accountable owners, timely escalation, and accurate updates, and to build this rigor across a team.
Ability to engage directly with customers during high-profile incidents, explain incident strategy, verified impact, recovery progress, risks, and next steps, and provide clear, fact-based reassurance.
Sound judgment under pressure, executive presence, and customer focus, with the ability to communicate impact, risk, recovery progress, and uncertainty accurately.
Ability to influence without direct authority, resolve conflict, manage competing priorities, and turn complex technical conditions into clear decisions, owners, and follow-through.

Nice to have:

Experience with PIRs, root-cause analysis, RCMs, action plans, and measurable follow-up outcomes.
Bachelor’s degree in a technical, business, or related discipline, or equivalent practical experience.
Global enterprise software, cloud, security, observability, infrastructure, or Splunk operations experience.
Experience with Incident.io or a comparable incident-management platform.
ITIL Foundations or equivalent training.
Experience designing global coverage models, command scorecards, simulations, or capacity-management practices.

Obowiązki

Team readiness and development:

Lead the readiness, performance, and development of the Major Incident Management team.
Set the standards, coverage, and support Incident Managers need to direct effective responses at enterprise scale.
Develop Incident Managers’ command capabilities through training, coaching, calibration, and consistent standards.

Incident command and coordination:

Lead command and coordination for the company’s highest-impact customer incidents.
Connect Product, Technology, Support, and customer-facing teams through clear objectives, owners, priorities, and updates, while leaving diagnosis and remediation with technical teams.
Provide senior command during complex or high-risk incidents.
Keep executives and customer-facing leaders informed about impact and recovery.

Global readiness and improvement:

Partner with regional stakeholders and global peers to understand operating conditions, identify friction or coverage gaps, and improve response efficiency and consistency.
Strengthen global readiness and learning from incidents, focusing improvements on reliable service recovery where customer impact is greatest.

Cisco

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