# Critical Accounts Manager **Company**: Cisco **Location**: Richardson, TX **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Salary**: $95,800.00 to $126,200.00 **Category**: IT **Industry**: Technology **Apply**: https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Richardson-Texas-US/Critical-Accounts-Manager_2027150?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_7fdad50b-55c ## Description 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. As a Critical Accounts 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. Responsibilities: - 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. Minimum Qualifications: - 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. Preferred Qualifications: - 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. Benefits: - Medical, dental and vision insurance - 401(k) plan with a Cisco matching contribution - Paid parental leave - Short and long-term disability coverage - Basic life insurance - 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees - 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness - Non-exempt employees receive 16 days of paid vacation time per full calendar year - Exempt employees participate in Cisco’s flexible vacation time off program - 80 hours of sick time off provided on hire date and each January 1st thereafter - Optional 10 paid days per full calendar year to volunteer ## Skills ### Required - Major Incident Management - SRE - Cloud Operations - technical program management - SaaS solutions - Incident.io - Jira - Slack ### Nice to have - Splunk - enterprise observability and security platforms - incident management standards - scorecards - metrics --- Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Richardson-Texas-US/Critical-Accounts-Manager_2027150?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)