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.

• 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.

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 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…