Critical Accounts Manager

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.