Critical Accounts Manager

This is a fully remote position, open to applicants in Arizona, +7 more states.

📋 Description

• Take charge of high-priority incidents from initiation to recovery, serving as the main point of authority.

• Coordinate cross-functional engineering teams and eliminate barriers to collaboration.

• Simplify intricate technical situations into straightforward, factual updates for executive stakeholders and customers.

• Ensure a singular source of truth by utilizing Incident.io, Jira, and Slack.

• Lead post-incident evaluations and transform insights gained into operational enhancements.

• Engage in a global coverage model that operates 24/7.

• Employ documented handoffs to promote sustainable response methodologies.

⛳️ Requirements

• A minimum of 5 years of professional experience.

• At least 3 years in Major Incident Management, SRE, Cloud Operations, or technical program management roles.

• Experience with supporting SaaS solutions.

• Practical technical experience in engineering or familiarity with incident management ticketing systems for technology products.

• Proficiency in using Splunk or similar enterprise observability and security platforms.

• Experience in leading complex incidents that impact customers and involve multiple technical teams.

• Strong knowledge of SaaS, cloud environments, distributed systems, and observability signals.

• Ability to influence others without direct authority, manage conflict effectively, and prioritize tasks under pressure.

• ITIL Foundations certification or equivalent formal education in incident management.

• Experience in establishing or enhancing incident management standards, scorecards, or metrics.

• Background in facilitating incident simulations, “game days,” or mentoring Incident Commanders.

• Experience in creating documentation, runbooks, or governance models for global teams.

• U.S. Person status is required for employment in FedRAMP environments.

• Willingness to work four 10-hour shifts each week, including regional handoffs, nights, weekends, holidays, and occasionally extended incident responses.

• On-call participation is necessary based on coverage and incident requirements.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with a matching contribution from Cisco.

• Paid parental leave.

• Coverage for short- and long-term disability.

• Basic life insurance.

• Potential availability of Cisco restricted stock unit grants.

• 10 paid holidays each calendar year.

• 1 floating holiday for non-exempt employees.

• Paid day off for your birthday.

• Paid shutdown during the year-end holidays.

• 4 paid personal wellness days.

• 16 days of paid vacation for non-exempt employees.

• Flexible vacation time off program for exempt employees.

• 80 hours of sick time off granted on hire date and each January 1st.

• Up to 80 hours of unused sick time can be carried forward.

• Additional paid time off for critical or emergency family matters.

• Optional 10 paid volunteer days each calendar year.

• Annual bonuses for non-sales positions, in accordance with Cisco policies.

• Performance-based incentive pay for employees on sales plans.

• Opportunities for global team collaboration and professional growth.