Incident Manager
About The Position
Cisco is hiring an Incident Manager to lead major security incidents and complex customer escalations across its unified security platform. The role drives critical issues from intake through resolution or formal handoff, coordinating cross-functional teams to restore services quickly, protect customers, and limit business disruption. It serves as a primary escalation point during critical incidents and requires participation in an on-call rotation, including support outside normal business hours when needed. The Incident Manager tracks actions, ownership, blockers, risks, and mitigation plans, while providing timely updates to customers, engineers, and leadership. The role prepares operational reports and outage summaries, leads post-incident reviews, and partners with Problem Management on root-cause analysis and corrective actions. It also develops incident-management playbooks and governance, leads crisis simulations, uses automation and AI-enabled tools to improve response and prevention, and works with Architecture, Product, and Engineering to strengthen reliability, observability, resilience, and serviceability. The role mentors incident managers and engineers and helps define organizational priorities and long-term improvements.
Requirements
- Bachelor’s degree and 10 years of related experience, Master’s degree and 8 years of related experience, 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 causes, corrective actions, and follow-up work.
- Ability to communicate clearly and make decisions during high-pressure situations.
Nice To Haves
- 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.
Responsibilities
- Lead P1 and P2 incidents and complex customer escalations from intake through resolution or formal handoff.
- Serve as a primary escalation point during critical incidents and cross-functional issues.
- Coordinate Support, Engineering, Product, Account Teams, and leadership to drive incident resolution.
- Assign actions, track progress, identify blockers, and ensure clear ownership and follow-through.
- Provide timely and accurate updates to customers, engineers, and leadership.
- Identify customer and business risks and drive mitigation plans.
- Lead post-incident reviews and partner with Problem Management on root-cause analysis and corrective actions.
- Develop and improve incident-management playbooks, processes, and governance.
- Lead crisis simulations and tabletop exercises to improve organizational readiness.
- Prepare operational reports, outage summaries, metrics, and follow-up plans.
- Use automation and AI-enabled tools to improve incident response and identify opportunities for prevention.
- Mentor and coach incident managers and engineers.
- Partner with Architecture, Product, and Engineering to improve reliability, observability, resilience, and serviceability.
- Support continual improvement across incident-management practices and help define priorities and long-term improvements for incident management.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Paid holidays
- Floating holiday for non-exempt employees
- Paid day off for employee’s birthday
- Paid year-end holiday shutdown
- Paid personal wellness days
- Paid vacation time for non-exempt employees
- Flexible vacation time off program for eligible exempt employees
- Paid sick time
- Additional paid time away may be requested for critical or emergency family issues
- Optional paid volunteer days
- Annual bonuses for eligible non-sales roles
- Potential Cisco restricted stock unit grants
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What This Job Offers
Job Type
Full-time
Career Level
Senior
