Global Major Incident Commander

Cisco Systems, Inc.; Richardson (TX); On-site; USD 96,000 - 126,000; Full time

Job summary

Cisco Systems, Inc. is seeking a Major Incident Manager to lead high-priority SaaS incidents in a global 24/7 coverage model. You will coordinate engineering teams, translate technical details for executives, and drive improvements through post-incident reviews.

The role emphasizes strong incident-management experience, ITIL-aligned training, and the ability to operate across distributed systems and observability platforms. Cisco offers extensive benefits and a global work environment.

Qualifications

• Minimum 5+ years of professional experience in incident management, SRE, cloud operations, or technical program management.
• Experience supporting SaaS solutions and working through incident management ticketing systems.

Responsibilities

• Lead high-priority incidents from intake through recovery as the primary command.
• Orchestrate cross-functional engineering teams to remove blockers and focus response.
• Translate complex technical conditions into clear updates for executives and customers.
• Maintain a single source of truth using Incident.io, Jira, and Slack for transparency.
• Drive post-incident reviews to capture lessons and drive improvements.

Skills

Incident management

Cross-functional leadership

Technical communication

SaaS operations

Education

ITIL Foundations certification

Tools

Incident.io

Jira

Slack

Splunk

Job description

Cisco Systems, Inc. is seeking a Major Incident Manager to lead high-priority SaaS incidents in a global 24/7 coverage model. You will coordinate engineering teams, translate technical details for executives, and drive improvements through post-incident reviews.

The role emphasizes strong incident-management experience, ITIL-aligned training, and the ability to operate across distributed systems and observability platforms. Cisco offers extensive benefits and a global work environment.