Head of Major Incident Management

Cisco Systems, Inc; Kraków; Hybrid; PLN 260,000 - 420,000; Full time

Job summary

Cisco Systems, Inc. is seeking a strategic Major Incident Manager to lead readiness, performance, and development of the Major Incident Management team.

You will set standards, ensure coverage, and direct high‑urgency responses across regional and global operations, coordinating across Product, Technology, Support, and customer-facing teams. You will coach Incident Managers, provide senior command during complex incidents, and keep executives informed about impact and recovery.

Qualifications

• 8+ years of progressive experience in major incident management, critical response, technical operations, SRE, cloud operations, technical program management, or a comparable enterprise technology function.
• 3 years of direct people-management experience, including accountability for performance and development of direct reports, and coaching or calibrating incident commanders or other response leaders.
• Strong understanding of SaaS, cloud environments, distributed systems, observability, service dependencies, and operational signals used to assess customer impact and recovery risk.

Responsibilities

• Lead command for the company’s highest-impact customer incidents.
• Coordinate Product, Technology, Support, and customer-facing teams across regions.
• Develop Incident Managers’ command capabilities through training and calibration.
• Partner with regional stakeholders and global peers to understand operating conditions and improve response efficiency.

Skills

Major incident management

People management

Cloud operations

SRE

Observability

Executive communication

Education

Bachelor’s degree in technical, business, or related discipline

Equivalent practical experience

Tools

Incident.io

Splunk

Job description

Cisco Systems, Inc. is seeking a strategic Major Incident Manager to lead readiness, performance, and development of the Major Incident Management team.

You will set standards, ensure coverage, and direct high‑urgency responses across regional and global operations, coordinating across Product, Technology, Support, and customer-facing teams. You will coach Incident Managers, provide senior command during complex incidents, and keep executives informed about impact and recovery.