Critical Accounts Manager

123 Cisco Systems (India) Private Limited; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Cisco is seeking a Major Incident Manager to join our Global Incident Management team in India. You will own P0/P1 incidents from triage to resolution, coordinate cross-functional teams, and provide updates to customers and executives, driving rapid service recovery and continuous improvement.

The role emphasizes strong communication, stakeholder management, and the ability to operate under high-pressure conditions, with a 4x10 work schedule including evenings and weekends.

Qualifications

• 3+ years in Major Incident, Critical Incident, Escalation Management, or Technical Support.
• Strong communication, stakeholder management, and decision-making.
• Ability to prioritize and operate effectively in high-pressure situations.
• Experience managing multiple incidents and working across teams.
• Flexibility to work a 4x10 schedule, including evenings, early mornings, and/or weekends.

Responsibilities

• Own P0/P1 incidents from initial triage through resolution.
• Coordinate cross-functional teams, resources, and dependencies during critical situations.
• Provide clear, timely updates to customers, stakeholders, and executives.
• Lead Major Incident Reviews and contribute to Root Cause Analysis and continuous improvement.
• Translate complex technical issues into clear, business-friendly communication.

Skills

Major Incident Management

Stakeholder management

Decision making

Communication

Cross-functional collaboration

Prioritization under pressure

Project coordination

Schedule flexibility

Tools

Jira

Salesforce SFDC

Confluence

Job description

Meet the Team Join Splunk’s Global Major Incident Management team, where you’ll lead the response to high-priority, customer-impacting incidents. You’ll partner with customers, engineers, support teams, and senior leaders to drive swift resolution and service recovery. Your Impact Own P0/P1 incidents from initial triage through resolution. Coordinate cross-functional teams, resources, and dependencies during critical situations. Provide clear, timely updates to customers, stakeholders, and executives. Lead Major Incident Reviews and contribute to Root Cause Analysis and continuous improvement. Translate complex technical issues into clear, business-friendly communication.

Minimum Qualifications

• 3+ years of experience in Major Incident, Critical Incident, Escalation Management, or Technical Support within an enterprise technology environment.
• Strong communication, stakeholder management, and decision-making skills.
• Ability to prioritize and operate effectively in high-pressure situations.
• Experience managing multiple incidents and working across teams.
• Flexibility to work a 4x10 schedule, including evenings, early mornings, and/or weekends.

Preferred Qualifications

• Knowledge of ITIL, Incident Management, and Problem Management frameworks.
• Basic understanding of cloud technologies.
• Experience with Jira, Salesforce (SFDC), and Confluence.
• Experience working with senior/executive stakeholders.
• Strong customer-success mindset and focus on continuous service improvement.

Why Cisco?

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 with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.

We understand the power each of our unique backgrounds bring when we work together. Because of that, we have a global network of thinkers, doers, experts, and curious creators who help one another do their life’s best work.