Infra Dev Specialist

Role overview

This position is centered on handling high-priority technical escalations across Splunk-based platform environments and ensuring customer-facing incidents are resolved quickly and effectively. The role is hands-on and involves working closely with senior engineers, technical leads, support functions, enterprise customers, stakeholders, and engineering teams to restore service, protect customer confidence, and guide technical resolution.

Key responsibilities

You will take ownership of critical escalation cases and keep them moving with clear accountability, timely updates, and defined resolution timelines. The job also calls for cross-team coordination, mentoring, technical coaching, and continuous improvement of operational practices.

• Own major technical escalations across Splunk platform environments and drive them to closure.
• Provide direct technical support to senior engineers, technical leads, and cross-functional support groups.
• Work with enterprise customers, stakeholders, and engineering teams during complex incidents.
• Track escalation progress, manage ownership, and maintain visibility on timelines and next steps.
• Perform detailed root cause analysis for high-severity incidents and build corrective and preventive action plans.
• Support process improvement, operational excellence, and knowledge transfer across teams.
• Handle data onboarding and ingestion pipelines, indexing platforms, dashboards, analytics, and performance issues in enterprise and cloud operations.
• Investigate diagnostic logs, telemetry, traces, packet captures, and performance metrics from cloud and enterprise environments.
• Validate product updates, patches, and feature enhancements and adjust training or enablement content accordingly.
• Drive automation, process optimization, and proactive monitoring to improve platform stability.
• Plan and run technical enablement sessions, knowledge-sharing workshops, and escalation review meetings.
• Create and maintain runbooks, SOPs, escalation guidelines, and troubleshooting documentation.
• Partner with Product Engineering, SRE, DevOps, and Operations teams to improve customer experience and reliability.
• Act as the escalation point for major customer-impacting incidents and influence platform reliability initiatives.

Technical background

The role requires strong experience with cloud and infrastructure environments, Splunk administration, Linux systems, scripting, incident management, and observability-related troubleshooting. Experience with Cisco enterprise platforms is also expected.

• Hands-on expertise in AWS, Microsoft Azure, and Google Cloud Platform.
• Working knowledge of Splunk Enterprise and Linux system administration.
• Ability to automate tasks and extend functionality using Python and shell scripting.
• Strong grasp of incident response, escalation handling, and root cause analysis methods.
• Practical experience with Splunk search performance, indexing, federated search, search heads, and indexers.
• Experience resolving data onboarding and parsing issues.
• Ability to work with dashboards, analytics, field extractions, lookups, event correlation, monitoring, and alerts.
• Familiarity with observability tools and enterprise cloud infrastructure.
• Exposure to Cisco enterprise platforms.

Leadership expectations

This job expects someone who can demonstrate ownership, customer advocacy, sound judgment, and the ability to influence reliability improvements across globally distributed teams. A strong focus on technical excellence, discipline, and continuous learning is important.

• Serve as a trusted escalation contact for serious incidents.
• Show accountability and strong decision-making under pressure.
• Influence operational improvements across support and engineering organizations.
• Promote collaboration and a culture of continuous learning.

Experience and certification preferences

A minimum of 5 years of experience is required. Preferred certifications include AWS Certified Solutions Architect, Azure Administrator or Architect, and Splunk Certified Architect or Splunk Admin.

Eligibility

Any graduate can apply for this role.