Critical Accounts Manager

The application window is expected to close on: 11/12/2026

The successful applicant will be performing work in FedRAMP environments, and therefore, must be a U.S. Person (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

Splunk is the heart of enterprise resilience, and our team is the pulse of that mission. We are a global, inclusive group of authentic problem-solvers who thrive under pressure and bring our whole selves to work. By operating as a unified global unit that values transparency, mutual respect, and continuous learning, we turn technical chaos into orderly recovery and build stronger, more resilient infrastructure for the future.

As a Major Incident Manager, you are the calm in the storm and the conductor of the orchestra when high-priority incidents hit. Your role is to take control, mobilize the right engineering experts, and translate complex technical situations into a clear, actionable plan. You won't just be managing tickets; you’ll be the bridge between technical diagnosis and executive visibility, ensuring that customer-impacting issues are resolved with precision and speed.

We look for candidates who have a blend of technical operations experience and the emotional intelligence to navigate high-pressure situations. You should be comfortable leading global teams and be ready to jump into complex distributed systems environments.

• Lead high-priority incidents from intake through recovery, acting as the primary point of command.
• Orchestrate cross-functional engineering teams, removing coordination blockers and keeping the response focused.
• Distill complex technical conditions into clear, factual updates for executive stakeholders and customers.
• Maintain a "single source of truth" using tools like Incident.io, Jira, and Slack to ensure transparency.
• Drive post-incident reviews to capture lessons learned, turning yesterday’s failures into tomorrow’s optimizations.

• 5+ years of professional experience
• 3+ years of Major Incident Management, SRE, Cloud Operations, or technical program management.
• Experience supporting SaaS solutions, hands-on technical experience in the engineering realm or experience working through an incident management ticketing system supporting technology products.

• Experience using Splunk or similar enterprise observability and security platforms
• Proven experience leading complex, customer-impacting incidents involving multiple technical teams.
• Strong understanding of SaaS, cloud environments, distributed systems, and observability signals.
• Demonstrated ability to influence without authority, manage conflict, and prioritize under pressure.
• ITIL Foundations certification or equivalent formal training in incident management.
• Experience building or maturing incident management standards, scorecards, or metrics.
• History of facilitating incident simulations, "game days," or coaching Incident Commanders.
• Background in developing documentation, runbooks, or governance models for global teams.

Work Pattern

This role participates in a global coverage model operating 24 hours a day, seven days a week, and requires flexibility for four 10-hour shifts per week, regional handoffs, nights, weekends, holidays, and occasional extended incident response. On-call participation will be required based on coverage and incident needs. The role is expected to maintain sustainable response practices and use documented handoffs rather than relying on informal after-hours coverage.

At Cisco, we’re revolutionizing how data and infrastructure connect and…