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