L3 Splunk Admin & IT Operations Lead- RTM

Job Description:

Brief Description:

The L3 Splunk Admin & IT Operations Lead - RTM is responsible for providing high-level operational and technical leadership to addition to expert-level Splunk administration this role acts as the operational backbone for the existing support team - driving day-to-day IT Operations Management (ITOM) continuous system reliability and overall infrastructure availability. Working in a self-sufficient multi-disciplinary team the individual will mentor L1/L2 engineers manage critical operational issues and ensure strict alignment with ITIL processes (Incident Problem and Change Management).

Key Deliverables:

• Deliver business value and maintain high operational reliability.

• Provide strong operational and technical leadership to elevate the performance and capability of the L1/L2 support team.

• Provide transparent updates during Agile rituals (remaining work roadblocks) and escalate risks proactively.

• Consistently ensure on-time high-quality (first-time-right) delivery of operational sprints and platform enhancements.

• Introduce innovative cost-effective automation and operational optimization solutions.

• Achieve high customer satisfaction by maintaining SLA/OLA compliance and minimizing mean time to resolution (MTTR).

Key Responsibilities:

• Take full ownership of technical operations and be available 24x7 for crisis management and major incidents.

• Provide daily operational guidance mentoring and escalation support to the L1/L2 operations teams.

• Perform trend analysis on daily weekly and monthly KPI reports to identify potential operational risks and execute continuous improvement plans.

• Review business-specific KPI dashboards and implement value-added monitoring and operational metrics.

• Drive Incident Problem and Change Management workflows to ensure resolution strictly within defined SLAs and OLAs.

• Conduct Root Cause Analysis (RCA) for complex outages and lead preventative action plans for permanent issue resolution.

• Maintain operational excellence through technical audits system optimization and standardizing team workflows.

• Create update and review Knowledge Base articles standard operating procedures (SOPs) and deliver training sessions to support staff.

• Collaborate with the Product Owner and IT leadership to align operational capabilities with future technical innovations.

• Drive end-to-end automation of recurring tasks using DevOps tools to increase efficiency across RTM run operations.

Knowledge & Skills:

Engineering graduate with 810 years of experience in Infrastructure Monitoring Splunk Administration and IT Operations Management in a matrix organization.

Must Know (Expert Level):

• Strong technical ownership with a proven track record of guiding L1/L2 support teams and resolving complex operational issues.

• Splunk Infrastructure management multi-site clustering log deployment integration and administration (Splunk Certification preferred).

• Strong IT Operations Management (ITOM) expertise including SLA/OLA management shift alignment and escalation protocols.

• ITIL framework execution (Incident Change Problem and Escalation Management).

• Certified Red Hat Linux Administrator with strong practical knowledge of Windows OS environments.

• Cloud Infrastructure: AWS (EC2 S3 Route53 IAM).

• Automation & Scripting: Shell Python.

• Networking Fundamentals: DHCP DNS SSL/TLS certifications and traffic routing.

• DevOps Tools: Git Ansible Jenkins.

• Identity & Access Management: SAML OAuth integrations.

• System performance troubleshooting and RCA methodologies.

• Excellent verbal and written communication skills.

Intermediate Knowledge:

• Agile / Scrum ways of working.

• ServiceNow (ITSM platform administration and workflow usage).

Basic Knowledge:

• JIRA Confluence VersionOne or equivalent project tracking tooling.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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