[Remote] Critical Accounts Manager

Note: The job is a remote job and is open to candidates in USA. Cisco is hiring a Critical Accounts Manager to lead high-priority incidents from intake through recovery and coordinate engineering teams. The role communicates incident status to executives and customers, maintains incident records, and leads post-incident reviews in a global coverage model.

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

Skills

• Must be a U.S. Person (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee)
• 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

Benefits

• Remote
• U.S. employees, subject to Cisco’s plan eligibility rules: medical, dental and vision insurance
• U.S. employees, subject to Cisco’s plan eligibility rules: a 401(k) plan with a Cisco matching contribution
• U.S. employees, subject to Cisco’s plan eligibility rules: paid parental leave
• U.S. employees, subject to Cisco’s plan eligibility rules: short and long-term disability coverage
• U.S. employees, subject to Cisco’s plan eligibility rules: basic life insurance
• Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
• U.S. employees: 10 paid holidays per full calendar year
• U.S. non-exempt employees: 1 floating holiday per full calendar year
• U.S. employees: 1 paid day off for employee’s birthday
• U.S. employees: paid year-end holiday shutdown
• U.S. employees: 4 paid days off for personal wellness determined by Cisco
• U.S. non-exempt employees: 16 days of paid vacation time per full calendar year, accrued at 4.92 hours per pay period for full-time employees
• U.S. exempt employees: Cisco’s flexible vacation time off program, with no defined limit on how much vacation time eligible employees may use, subject to availability and some business limitations
• U.S. employees: 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
• U.S. employees may request additional paid time away to deal with critical or emergency issues for family members
• U.S. employees: optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are eligible to earn annual bonuses subject to Cisco’s policies

Company Overview