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 required 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 required to drive incident resolution maintain customer confidence and provide technical guidance. Progress on escalations must be tracked and managed to maintain clear ownership accountability and resolution timelines.
You will conduct deep-dive Root Cause Analysis for high-severity incidents and develop corrective and preventive action plans demonstrating strong analytical and decision-making skills. Responsibilities include escalation ownership and accountability cross-functional collaboration mentoring and technical coaching process improvement and operational excellence.
In Enterprise and Cloud Platform Operations you will manage data onboarding and ingestion pipelines indexing platforms dashboard and analytics performance and address performance bottlenecks and scalability issues. The role requires analyzing diagnostic logs telemetry traces packet captures and performance metrics from enterprise and cloud environments. You will validate product updates patches and feature enhancements while revising technical enablement and training agendas accordingly. Operational improvements will be driven through automation process optimization and proactive monitoring initiatives.
You will organize and facilitate technical enablement sessions knowledge-sharing workshops and escalation review meetings. Responsibilities also include developing 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 include expertise in cloud and infrastructure platforms such as AWS Azure Google Cloud Platform Splunk Enterprise and Linux system administration. Knowledge of scripting languages such as Python and Shell is necessary to automate tasks and enhance Splunk functionality. Strong capabilities in incident response and escalation management Root Cause Analysis methodologies Splunk search performance indexing federated search search heads and indexers are expected. You should be proficient in handling data onboarding and parsing challenges dashboards analytics field extractions lookups event correlation monitoring alerts and observability tools. Familiarity with Cisco enterprise platforms and cloud infrastructures is also required.
Leadership expectations include serving as a technical escalation point for major customer-impacting incidents demonstrating strong ownership accountability and customer advocacy influencing strategic operational improvements and platform reliability initiatives driving collaboration across globally distributed engineering and support organizations and promoting a culture of technical excellence continuous learning and operational discipline.
Preferred certifications include AWS Certified Solutions Architect Azure Administrator or Architect and Splunk Certified Architect or Admin. A minimum of five years of experience is required.
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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