Lead P1/P2 incidents and complex customer escalations from intake to resolution or handoff, coordinating cross-functional teams and leadership.
Assign actions, track progress, remove blockers, and provide timely, accurate stakeholder updates.
Assess risks, drive mitigation plans, and lead post-incident reviews, root-cause analysis, and corrective actions.
Develop and improve incident-management processes, playbooks, governance, and operational reporting.
Lead crisis simulations and tabletop exercises to strengthen organizational readiness.
Leverage automation and AI tools to improve incident response and prevent recurring issues.
Mentor incident managers and engineers while partnering with Architecture, Product, and Engineering to enhance reliability, resilience, and observability.
Drive continuous improvement and define strategic priorities for incident management across the organization.
Minimum Qualifications
Bachelor’s degree and 10 years of related experience, Master’s degree and 8 years, or equivalent relevant experience.
Experience in major incident management, technical support, customer escalation management, site reliability, or a related field.
Experience leading P1/P2 incidents and complex customer issues through resolution or formal handoff.
Experience coordinating Support, Engineering, Product, Account Teams, and leadership during critical incidents.
Experience with incident tracking and customer-management tools such as Jira and Salesforce.
Experience documenting root cause, corrective actions, and follow-up work.
Preferred Qualifications
Experience with Splunk Security products, including Splunk Enterprise Security, SOAR, XDR, EDR, or related cybersecurity technologies.
Experience with cloud platforms, Kubernetes, APIs, networking, observability, or distributed systems.
Ability to read or troubleshoot code in Python, Java, C++, Go, or a similar language.
ITIL certification or experience applying ITIL incident, problem, change, and continual-improvement practices.
Experience using automation, AIOps, or AI-enabled incident-management tools.
Experience leading work across multiple regions and time zones.
Ability to communicate clearly and make decisions during high-pressure situations.
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.
Disclaimer
To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. Please be advised that any communication from Cisco about careers will:
be in direct response to an application you have submitted through the company career site
begin with screening or an interview
originate from a Cisco email address, and
be conducted across email, phone, or WebEx
Cisco will never make a job offer without conducting an interview process or ask you for money in any way. If you have been requested to apply for a role or have received an offer from a site other than https://careers.cisco.com or cisco.wd5.myworkday.com, do not provide any personal identifying information, including your Aadhaar or other personal identifying number, birth certificate, banking information, driver's license, or passport.
If you are the target of a recruiting scam, consider filing a report with your local law enforcement authorities. Cisco bears no responsibility, and cannot be held liable, for any claims, damages, expenses, or other inconvenience resulting from or in any way connected to recruiting scams.
