Global Major Incident Commander (24/7)

Cisco Systems, Inc; Allentown (Lehigh County); On-site; USD 96,000 - 126,000; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

401(k) with company match

Paid parental leave

Disability coverage

Life insurance

RSUs / stock options

Job summary

Cisco Systems, Inc. is seeking a Major Incident Manager to lead high-priority incidents, coordinate global engineering teams, and translate technical situations into actionable plans for executives and customers.

This role requires experience in incident management, SaaS environments, and strong leadership under pressure. You will manage cross-functional responses in a 24/7 coverage model with four 10-hour shifts per week, ensuring a single source of truth and post-incident learning.

Qualifications

• 5+ years of professional experience in relevant field.
• 3+ years of Major Incident Management, SRE, Cloud Operations, or technical program management.

Responsibilities

• Lead high-priority incidents from intake through recovery, acting as the primary point of command.
• Orchestrate cross-functional engineering teams, removing blockers and keeping response focused.
• Distill 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 improve future responses.

Skills

Major Incident Management

SRE

Cloud Operations

Technical program management

SaaS experience

Incident management tools

Splunk

Tools

Splunk

Job description

Cisco Systems, Inc. is seeking a Major Incident Manager to lead high-priority incidents, coordinate global engineering teams, and translate technical situations into actionable plans for executives and customers.

This role requires experience in incident management, SaaS environments, and strong leadership under pressure. You will manage cross-functional responses in a 24/7 coverage model with four 10-hour shifts per week, ensuring a single source of truth and post-incident learning.