Director, Engineering - SPIE (Remote)

Cisco•San Jose, CA

9d•$230,100 - $374,100•Remote

About The Position

Splunk is seeking a Director of Engineering for our Incident, Problem, and Escalation Management team (SPIE) to lead the functions that turn customer-impacting events into meaningful engineering and business signals. This role will be responsible for strengthening how Splunk responds to incidents, learns from them, manages customer escalations, and drives accountability for recurring issues across engineering, support, field, and business teams. We provide services for producing and consuming logs, metrics, and telemetry as well as leading our engineering team through alert and incident response. You will lead the teams responsible for incident response for Splunk. As the authority on our customer’s experience, our team members are the champions of resilience, making sure each of our customers has outstanding experience with our products. Your peers will be other engineering leaders responsible for other parts of developer observability (Observability Platforms and Alert Response) as well as Principal Engineers who drive observability best practices, product usability, and SRE standards.

Requirements

Bachelors + 15 years of experience or Masters + 12 years of related experience.
10+ years of experience in incident management, problem management, critical issue management, technical support, customer operations, engineering operations, or related functions.
4+ years of supervisory experience including managing managers and leading a large engineering focused organization.
Proven experience leading customer-impacting incident response functions, including incident leadership, coordination, communications, decision-making, and follow-through.
Demonstrated ability to build or mature cross-functional operating models across engineering, support, field, product, customer success, and business teams.
Strong understanding of Splunk, how our customers use it, and observability concepts and tooling across the industry.
Experienced operational leader who understands incident response, customer critical issue dynamics, engineering accountability, and cross-functional influence at scale.
Strong communicator, a systems thinker, and a trusted partner to internal partners and executive leadership.
Advanced user of Splunk or other observability tools and understand the use cases our customers have.

Nice To Haves

Experience improving the effectiveness, consistency, and maturity of Incident Commander or major incident leadership practices.
Proven ability to connect customer impact data to engineering action, product improvements, and service experience outcomes.
Experience in creating high-quality problem records, trend analysis, corrective action recommendations, and executive-ready operational insights.
Demonstrated success by reducing repeat escalations related to known defects, recurring incidents, or operational process gaps.
Strong track record of building trust with internal users of incident, problem, and escalation management processes.

Responsibilities

Lead fast paced customer-impacting events, building durable operating models, and translating operational patterns into business and engineering priorities.
Bring a customer-first approach but understand that durable customer experience improvement comes from enabling the internal teams closest to the product, the customer, and the operational system.
Lead the functions that turn customer-impacting events into meaningful engineering and business signals.
Strengthen how Splunk responds to incidents, learns from them, manages customer escalations, and drives accountability for recurring issues across engineering, support, field, and business teams.
Provide services for producing and consuming logs, metrics, and telemetry as well as leading our engineering team through alert and incident response.
Lead the teams responsible for incident response for Splunk.
Ensure each of our customers has outstanding experience with our products.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
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
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt)
flexible vacation time off program (exempt)
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
annual bonuses (non-sales roles)
performance-based incentive pay (sales roles)
grants of Cisco restricted stock units