Critical Accounts Manager

Cisco Systems, Inc; Hyderabad; On-site; INR 1,500,000 - 3,500,000; Full time

Job summary

Cisco Systems, Inc is seeking a seasoned Major Incident Manager to own P0/P1 incidents from triage through resolution. You will coordinate cross-functional teams, manage resources and dependencies, and deliver timely updates to customers and executives.

The role includes leading incident reviews and driving root cause analysis for continual service improvement. You will translate complex technical issues into business-friendly language, working in a fast-paced enterprise environment with a 4x10

Qualifications

• 3+ years in Major/ Critical Incident or Escalation Management in an enterprise tech environment.
• Strong communication, stakeholder management and decision-making skills.
• Ability to prioritize and operate in high-pressure situations.
• Experience coordinating across multiple teams and incidents.
• FLEXIBILITY to work a 4x10 schedule, including evenings or weekends.

Responsibilities

• Own P0/P1 incidents from triage to 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 RCA and continual improvement.
• Translate complex technical issues into business-friendly language.

Skills

Major Incident Management

Critical Incident

Escalation Management

Technical Support

Communication

Stakeholder management

Decision-making

Prioritization under pressure

Cross-functional collaboration

Shift flexibility / 4x10 schedule

ITIL knowledge

Cloud technologies

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.