Splunk Support Incident Management Team – Senior Incident Commander Role Overview:
As a Senior Incident Commander on Splunk’s Support Incident Management Team, you will lead the response to high-profile, customer-impacting incidents. In this critical position, you’ll be part of a global team of incident commanders, managing high-severity incidents from initial triage through after-action review. This senior role requires a decisive leader who thrives under pressure and can direct both customer teams and Splunk engineers to ensure rapid incident mitigation. We are seeking a natural leader with deep knowledge of incident management frameworks, a strong understanding of distributed systems, and the ability to communicate effectively with both technical and business audiences. In addition to incident response, you will drive team projects focused on process creation and improvement. You’ll be responsible for identifying operational gaps or deficiencies, developing solutions, and implementing best practices to continually raise the standard of our incident management capabilities. This opportunity is open to both internal and external candidates who demonstrate the skills, experience, and passion to make a significant impact.

Key Responsibilities:

• Take command of incidents by initiating or leading cross-functional technical bridge calls with internal and external stakeholders.

• Collaborate with subject matter experts to interpret key metrics from monitoring tools and develop actionable incident response plans (including backup plans as needed).

• Ensure all participants have a clear understanding of the issue, the action plan, and the path to resolution.

• Clarify the incident management process and define roles and responsibilities for all involved parties.

• Establish clear incident resolution objectives (exit criteria) and timelines.

• Provide direction and time management to keep the incident response on track.

• Operate within a 24×7 global team, ensuring seamless handover of critical issues across regions.

• Actively manage and lead team projects, such as creating new processes, identifying and bridging operational deficiencies, and implementing improvements to optimize incident management.

• Champion continuous improvement by gathering feedback, analyzing trends, and driving cross-functional initiatives.

• Partner with other groups to facilitate cross-training and knowledge sharing.

Requirements:

• 5+ years of experience in incident management or technical support within an enterprise software environment.

• Strong leadership skills, with a proven track record in high-pressure situations.

• Deep understanding of incident and problem management frameworks (e.g., ITIL), with experience in cross-functional roles.

• Demonstrable knowledge of distributed systems.

• Experience managing team projects, including process development, gap analysis, and implementation of improvements.

• Ability to work collaboratively and drive results across diverse teams.

• Excellent critical thinking, decision-making, and problem-solving abilities.

• Exceptional verbal and written communication skills, including executive-level presentations.

• Comfortable working in dynamic, fast-paced environments and adapting to ambiguity.

• Strong negotiation, mediation, and conflict management skills.

• Familiarity with Jira, Salesforce (SFDC), and Confluence is a plus.

• Basic knowledge of cloud technologies.

• Experience in communicating complex technical concepts in clear, jargon-free language for varied audiences.

• Willingness to participate in a rotation-based on-call schedule, including weekends and holidays.

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.