Job Summary
The role involves leading critical technical escalations across Splunk platform environments ensuring timely and effective resolution of customer-impacting incidents. You will provide hands-on technical support to Senior Engineers Technical Leads and cross-functional support teams for highly complex infrastructure and cloud platform issues. Direct engagement with enterprise customers stakeholders and engineering teams is expected to drive incident resolution maintain customer confidence
Responsibilities
The role involves leading critical technical escalations across Splunk platform environments ensuring timely and effective resolution of customer-impacting incidents. You will provide hands-on technical support to Senior Engineers Technical Leads and cross-functional support teams for highly complex infrastructure and cloud platform issues. Direct engagement with enterprise customers stakeholders and engineering teams is expected to drive incident resolution maintain customer confidence and provide technical guidance.
You will track and manage progress on escalations to maintain clear ownership accountability and resolution timelines. Conducting deep-dive Root Cause Analysis for high-severity incidents and developing corrective and preventive action plans is a key responsibility requiring strong analytical and decision-making skills. The role emphasizes escalation ownership and accountability cross-functional collaboration mentoring and technical coaching process improvement and operational excellence.
In enterprise and cloud platform operations responsibilities include managing data onboarding and ingestion pipelines indexing platforms dashboard and analytics performance and addressing performance bottlenecks and scalability issues. You will analyze diagnostic logs telemetry traces packet captures and performance metrics from enterprise and cloud environments. Validating product updates patches and feature enhancements while revising technical enablement and training agendas is part of the role. Driving operational improvements through automation process optimization and proactive monitoring initiatives is expected. You will also organize and facilitate technical enablement sessions knowledge-sharing workshops and escalation review meetings while maintaining technical runbooks standard operating procedures escalation handling guidelines and platform troubleshooting documentation. Collaboration with Product Engineering SRE DevOps and Operations teams is essential to improve platform stability and customer experience.
Required Technical Skills
Expertise 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. Strong skills in incident response and escalation management Root Cause Analysis methodologies Splunk search performance indexing federated search search heads and indexers. Experience with data onboarding and parsing challenges dashboards analytics field extractions and lookups. Proficiency in event correlation and monitoring alerts monitoring and observability tools 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.
Certifications Required
AWS Certified Solutions Architect Azure Administrator or Architect Splunk Certified Architect or Admin.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
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Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
