Critical Accounts Manager
Core
Lead high-priority incidents and orchestrate cross-functional engineering teams to resolve customer-impacting issues in SaaS and cloud environments.
Role type
Senior Major Incident Manager (SRE/Cloud Operations)
Builds
Resilient infrastructure and incident response capabilities for enterprise customers
Domain
SaaS, Cloud Operations, Distributed Systems
Required skills
Major Incident Management, SRE, Cloud Operations, Technical Program Management, Incident Command, Cross-functional Leadership, Stakeholder Communication, Post-Incident Review, Runbook Development
Preferred skills
Splunk, Enterprise Observability, Incident Management Standards, Game Days, Conflict Resolution, ITIL Foundations
Technologies
Incident.io, Jira, Slack, Splunk
Responsibilities
Lead high-priority incidents from intake through recovery, orchestrate cross-functional engineering teams, distill complex technical conditions into clear updates for executives, maintain single source of truth using incident management tools, drive post-incident reviews.
Seniority
Senior, hands-on IC
