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.
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 relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
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