Problem Manager, Splunk

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Cisco and Splunk are building a safer, more resilient digital world. Organizations around the globe rely on our security and observability platform to keep their systems secure, available, and performing at their best. The Analytics and Search organization powers one of the most important capabilities of the Splunk Platform. Our teams build the technology that helps customers explore, understand, and act on massive amounts of machine data. As AI becomes an increasingly important part of the platform, we continue to evolve our search technologies to support new ways of discovering insights and solving problems.

The Customer Problem Management team acts as a central hub that bridges technical and business stakeholders to drive accurate root cause analysis and ensure accountability for corrective actions. By partnering across departments, the team connects operational insights to product improvements and translates complex technical data into clear, impactful communications for customers and leadership.

As a Senior Problem Manager, you will transform customer-impacting incidents into actionable improvements and clear communications, ensuring systemic risks are mitigated before they recur. You will govern the post-incident lifecycle by partnering with global stakeholders to drive accountability and high-quality outcomes across the organization. Additionally, you will play a pivotal role in maturing our Problem Management practice by identifying emerging patterns through proactive data analysis to prevent future service failures.  You will also take the lead on establishing next-generation capabilities, including end-to-end record linkage and executive reporting. 

• Bachelor’s degree plus 8+ years of experience in Problem Management, Incident Management, service operations, reliability, technical support, customer experience, or related operational discipline.

• Experience with Problem Management concepts and practices, including post-incident review, root-cause analysis, contributing-factor analysis, corrective-action management, known errors, and continual improvement.

• Experience with the end-to-end relationship among incidents, problems, root causes, known errors, engineering defects, corrective actions, permanent fixes, and customer outcomes.

• Experience identifying recurring incidents and systemic patterns across multiple records, customers, products, services, or technical components.

• Experience designing or substantially improving Problem Management capabilities, governance models, operational programs, or cross-functional workflows.

• Demonstrated ability to influence resource allocation, establish accountability, sustain cross-functional stakeholder commitment, remove blockers, manage competing priorities, and drive work from investigation through permanent resolution.

• Demonstrated ability to build reporting and executive-level narratives that connect operational status and technical findings to business risk, service performance, and customer experience.

• ITIL 4 or ITIL Version 5 certification, particularly training or certification related to Problem Management, or a comparable service-management qualification.

• Experience leading complex Problem Management or post-incident programs in a large-scale cloud, SaaS, enterprise software, or technology-services environment.

• Experience governing complex work across Engineering, Product, Operations, Support, and customer-facing organizations in a matrixed environment.

• Demonstrated success operating as a senior individual contributor, leading complex cross-functional initiatives through influence rather than direct authority.

• Experience establishing or modernizing a known-error management process, known-error repository, or Known Error Database.

• Experience building a repeat-issue detection, trend-analysis, or problem-identification program.

• Experience creating executive dashboards, leadership reporting, and governance cadences for Problem Management, service reliability, incident reduction, or corrective-action programs.

• Familiarity with integrating or correlating information across incident-management, problem-management, defect-management, customer-support, and analytics platforms.

• Experience building a Problem Management function or major practice area from an early stage to a defined, measurable, and sustainable operating model.

• Experience with customer-facing root-cause communications and the review of sensitive technical content.

• Familiarity with incident and work-management platforms such as incident.io, Jira, Salesforce, or comparable systems.

• Experience developing training, operating procedures, governance frameworks, and continual-improvement programs.

• Strong analytical and data-literacy skills, including the ability to define meaningful metrics, identify data-quality gaps, interpret trends, and turn findings into recommendations.

• Strong written and verbal communication skills, including the ability to translate complex technical findings into clear, accurate, and customer-appropriate language.

• Experience influencing senior Product, Engineering, Operations, Support, and Customer Experience leaders in a complex, matrixed organization.

• Ability to collaborate effectively and drive alignment across AMER, EMEA, and APJC time zones.

• Ability to work on call as needed.

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. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.