Critical Accounts Manager

Meet the Team. Join Splunk’s Global Major Incident Management team, where you’ll lead the response to high-priority, customer-impacting incidents. You’ll partner with customers, engineers, support teams, and senior leaders to drive swift resolution and service recovery. Your Impact. 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. Minimum Qualifications. 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. Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you. Disclaimer. To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. Please be advised that any communication from Cisco about careers will. be in direct response to an application you have submitted through the company career site. begin with screening or an interview. originate from a Cisco email address, and. be conducted across email, phone, or WebEx. Cisco will never make a job offer without conducting an interview process or ask you for money in any way. If you have been requested to apply for a role or have received an offer from a site other than https://careers.cisco.com or cisco.wd5.myworkday.com, do not provide any personal identifying information, including your Aadhaar or other personal identifying number, birth certificate, banking information, driver's license, or passport. If you are the target of a recruiting scam, consider filing a report with your local law enforcement authorities. Cisco bears no responsibility, and cannot be held liable, for any claims, damages, expenses, or other inconvenience resulting from or in any way connected to recruiting scams.