Problem Manager, Splunk

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $160.8k - $253.2k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Cisco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🔧 Hardware

🔐 Security

🏢 Enterprise

Hardware • Security • Enterprise

Cisco is a multinational technology company that provides networking hardware, software, and services to enterprises, service providers, and governments. It builds routers, switches, optical transceivers, programmable silicon, and edge computing platforms, and offers security, collaboration (Webex), observability, and AI-enabled software and support services to help organizations design, operate, and secure large-scale networks and data centers. Cisco also delivers professional services, training, and cloud-managed solutions to support digital transformation and AI-ready infrastructure.

📋 Description

• Transform customer-impacting incidents into actionable improvements and clear communications • Govern the post-incident lifecycle and drive accountability for high-quality outcomes • Partner with global stakeholders across the organization • Identify emerging patterns through proactive data analysis to prevent future service failures • Establish next-generation capabilities, including end-to-end record linkage and executive reporting • Drive root-cause analysis and corrective-action accountability • Connect operational insights to product improvements • Translate complex technical data into clear communications for customers and leadership • Establish or mature Problem Management practices, governance models, workflows, and operating programs • Build reporting and executive narratives connecting operational status and technical findings to business risk, service performance, and customer experience • Govern complex work across Engineering, Product, Operations, Support, and customer-facing organizations • Develop known-error management, repeat-issue detection, trend-analysis, dashboards, training, operating procedures, and continual-improvement programs • Work on call as needed

🎯 Requirements

• Bachelor’s degree plus 8+ years of experience in Problem Management, Incident Management, service operations, reliability, technical support, customer experience, or a related operational discipline • Experience with post-incident review, root-cause analysis, contributing-factor analysis, corrective-action management, known errors, and continual improvement • Experience connecting incidents, problems, root causes, known errors, engineering defects, corrective actions, permanent fixes, and customer outcomes • Experience identifying recurring incidents and systemic patterns across records, customers, products, services, or technical components • Experience designing or substantially improving Problem Management capabilities, governance models, operational programs, or cross-functional workflows • Ability to influence resource allocation, establish accountability, sustain stakeholder commitment, remove blockers, manage competing priorities, and drive work through permanent resolution • Ability to build reporting and executive narratives connecting technical findings to business risk, service performance, and customer experience • ITIL 4 or ITIL Version 5 certification, or comparable service-management qualification • Experience leading complex Problem Management or post-incident programs in a large-scale cloud, SaaS, enterprise software, or technology-services environment • Experience governing work across Engineering, Product, Operations, Support, and customer-facing organizations in a matrixed environment • Experience establishing or modernizing known-error management and repeat-issue detection programs • Experience creating executive dashboards, leadership reporting, and governance cadences • 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 comparable systems • Strong analytical and data-literacy skills • Strong written and verbal communication skills • Ability to influence senior leaders in a complex, matrixed organization • Ability to collaborate across AMER, EMEA, and APJC time zones • Ability to work on call as needed

🏖️ Benefits

• Medical, dental and vision insurance • 401(k) plan with Cisco matching contribution • 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 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 on hire date and each January 1st thereafter • Up to 80 hours of unused sick time carried forward • Additional paid time away for critical or emergency family issues • Optional 10 paid volunteer days per full calendar year • Annual bonuses may be available for non-sales roles • Performance-based incentive pay for sales-plan employees • Opportunities to grow and build • Global collaboration and development opportunities