Global Incident & Escalation Leader

020 Cisco Systems, Inc.; San Jose (CA); On-site; USD 175,000 - 235,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) with company match

Paid parental leave

Bonuses and incentive pay

Job summary

Cisco Systems, Inc. is seeking an experienced Technical Program Manager / Escalation lead to drive incident response and customer escalations. You will coordinate global teams, partner with engineering and product, and develop playbooks to prevent recurrence, ensuring rapid restoration of critical services.

The role emphasizes leadership in high‑pressure situations, collaboration across regions, and continuous improvement of incident‑management practices within Cisco’s security platform.

Qualifications

• Bachelor’s or Master’s degree with extensive related experience.
• Experience in major incident management and customer escalation handling.
• Experience coordinating cross‑functional teams during incidents.

Responsibilities

• Lead P1/P2 incidents and complex customer escalations from intake to resolution.
• Coordinate Support, Engineering, Product, and leadership during critical incidents.
• Assign actions, track progress, and provide timely updates to stakeholders.
• Develop post‑incident reviews and refine playbooks for readiness.
• Use automation to improve incident response and prevent repeats.
• Mentor incident managers and engineers; drive governance of processes.
• Collaborate with Architecture, Product, and Engineering to improve reliability.

Skills

Incident management

Crisis management

Cross-functional coordination

Communication under pressure

Education

Bachelor’s degree with 10 years of related experience / Master’s with 8 years

Tools

Jira

Salesforce

Splunk Enterprise Security

Kubernetes

Python

Java

C++

Go

Job description

Cisco Systems, Inc. is seeking an experienced Technical Program Manager / Escalation lead to drive incident response and customer escalations. You will coordinate global teams, partner with engineering and product, and develop playbooks to prevent recurrence, ensuring rapid restoration of critical services.

The role emphasizes leadership in high‑pressure situations, collaboration across regions, and continuous improvement of incident‑management practices within Cisco’s security platform.