Job Summary
Lead critical technical escalations across Splunk platform environments ensuring timely and effective resolution of customer-impacting incidents. Provide hands-on technical support to senior engineers technical leads and cross-functional support teams for highly complex infrastructure and cloud platform issues. Engage directly with enterprise customers stakeholders and engineering teams to drive incident resolution maintain customer confidence and provide technical guidance.
Responsibilities
Lead critical technical escalations across Splunk platform environments ensuring timely and effective resolution of customer-impacting incidents. Provide hands-on technical support to senior engineers technical leads and cross-functional support teams for highly complex infrastructure and cloud platform issues. Engage directly with enterprise customers stakeholders and engineering teams to drive incident resolution maintain customer confidence and provide technical guidance. Track and manage progress on escalations to maintain clear ownership accountability and resolution timelines. Conduct deep-dive root cause analysis for high-severity incidents and develop corrective and preventive action plans. Demonstrate strong analytical and decision-making skills. Take ownership and accountability for escalations foster cross-functional collaboration mentor and coach technical teams and drive process improvement and operational excellence.
Enterprise and Cloud Platform Operations
Manage data onboarding and ingestion pipelines indexing platforms and dashboard and analytics performance. Identify and resolve performance bottlenecks and scalability issues. Analyze diagnostic logs telemetry traces packet captures and performance metrics from enterprise and cloud environments. Validate product updates patches and feature enhancements while revising technical enablement and training agendas. Drive operational improvements through automation process optimization and proactive monitoring initiatives. Organize and facilitate technical enablement sessions knowledge-sharing workshops and escalation review meetings. Develop technical runbooks standard operating procedures escalation handling guidelines and platform troubleshooting documentation. Collaborate closely with product engineering SRE DevOps and operations teams to improve platform stability and customer experience.
Required Technical Skills
Proficiency in cloud and infrastructure platforms including AWS Azure Google Cloud Platform Splunk Enterprise and Linux system administration. Knowledge of scripting languages such as Python and Shell to automate tasks and enhance Splunk functionality. Expertise in incident response and escalation management root cause analysis methodologies and Splunk search performance indexing and federated search. Experience with search heads indexers data onboarding and parsing challenges dashboards analytics field extractions and lookups. Skilled in event correlation monitoring alerts and observability tools. Familiarity with Cisco enterprise platforms and cloud infrastructures.
Leadership Expectations
Serve as a technical escalation point for major customer-impacting incidents. Demonstrate strong ownership accountability and customer advocacy. Influence strategic operational improvements and platform reliability initiatives. Drive collaboration across globally distributed engineering and support organizations. Promote a culture of technical excellence continuous learning and operational discipline.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
