Critical Accounts Manager
Cisco · Posted Oct 8
Networking, cloud, cybersecurity, and enterprise IT infrastructure services
Get a personal compatibility score
Add a resume for personal matches
About the role
Splunk's Global Major Incident Management team leads the response to high-priority, customer-impacting incidents, partnering with customers, engineers, support teams, and senior leaders to drive swift resolution and service recovery. The role sits within Cisco's enterprise technology and cloud domain. This Critical Accounts Manager owns P0/P1 incidents end to end, coordinates cross-functional teams, communicates with customers and executives, and leads Major Incident Reviews and root cause analysis.
What you will do
- Own P0/P1 incidents from initial triage through resolution.
- Coordinate cross-functional teams, resources, and dependencies during critical situations.
- Provide clear, timely updates to customers, stakeholders, and executives.
- Lead Major Incident Reviews and contribute to Root Cause Analysis and continuous improvement.
- Translate complex technical issues into clear, business-friendly communication.
Skills used in this role
What the employer is looking for
- 3+ years of experience in Major Incident, Critical Incident, Escalation Management, or Technical Support within an enterprise technology environment.
- Strong communication, stakeholder management, and decision-making skills.
- Ability to prioritize and operate effectively in high-pressure situations.
- Experience managing multiple incidents and working across teams.
- Flexibility to work a 4x10 schedule, including evenings, early mornings, and/or weekends.
Preferred qualifications
- Knowledge of ITIL, Incident Management, and Problem Management frameworks.
- Basic understanding of cloud technologies.
- Experience with Jira, Salesforce (SFDC), and Confluence.
- Experience working with senior/executive stakeholders.
- Strong customer-success mindset and focus on continuous service improvement
Benefits and support
- Compensation and benefits are detailed in the job posting
About Cisco
Cisco Systems, Inc. is a worldwide leader in IT, networking, and cybersecurity solutions that transform how people connect, communicate, and collaborate. The company specializes in routing, switching, data center infrastructure, and software-defined networking designed for enterprises of all sizes. Today, Cisco drives major advancements in AI infrastructure, observability, and secure hybrid work platforms.
- Industry
- Networking
- Company size
- 90000+ employees
- Founded
- 1984
- Location
- San Jose, California, USA
- Funding stage
- Public Company
Leadership
Chair and Chief Executive Officer
President and Chief Product Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief People, Policy & Purpose Officer
Executive Vice President and Chief Customer Experience Officer
Recent coverage
Cisco Newsroom
Cisco Reports Fourth Quarter and Fiscal Year 2026 Results2026-08-12
TIKR
Cisco's Webex Adds WhatsApp Integration via LeapXpert for Compliance2026-10-06
BleepingComputer
Cisco Releases Security Updates to Address Critical Zero-Day in Catalyst SD-WAN Manager2026-09-30
PR Newswire
Internet2 and Cisco Add AI Capacity to the National Research Platform2026-09-22