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 explicit 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 mo
📌 Principal Infra Developer (India)
🏢 Cognizant
📍 India
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