Global Incident Response & Crisis Lead

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

Job summary

Cisco Systems, Inc. seeks a senior Incident Manager to drive responses to major incidents and escalations, coordinating cross-functional teams to restore services and protect customers.

You will track progress, convene post-incident reviews, and improve playbooks and governance to reduce risk and improve resilience. The role requires handling high-impact issues, developing remediation plans, and leveraging automation to speed resolution across security platforms.

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.

Responsibilities

• Lead P1 and P2 incidents and complex customer escalations from intake through resolution or handoff and serve as a primary escalation point during critical incidents and cross-functional issues; coordinate Support, Engineering, Product, Account Teams, and leadership to drive resolution.
• Assign actions, track progress, identify blockers, and ensure clear ownership and follow-through; and provide timely updates to customers, engineers, and leadership.
• Identify customer and business risk and drive mitigation plans; and 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.
• Help define priorities and long-term improvements for incident management across the organization.

Skills

Incident management

Cross-functional leadership

Jira

Salesforce

Splunk

Kubernetes

Python

Cloud platforms

AI / automation

Communication under pressure

Education

Bachelor’s degree and 10 years related experience

Master’s degree and 8 years related experience

Tools

Jira

Salesforce

Splunk Enterprise Security

SOAR

XDR/EDR

Python

Java

Go

Job description

Cisco Systems, Inc. seeks a senior Incident Manager to drive responses to major incidents and escalations, coordinating cross-functional teams to restore services and protect customers.

You will track progress, convene post-incident reviews, and improve playbooks and governance to reduce risk and improve resilience. The role requires handling high-impact issues, developing remediation plans, and leveraging automation to speed resolution across security platforms.