Global Major Incident Lead for SaaS & Cloud

Cisco Systems, Inc; Alpharetta (GA); Hybrid; USD 96,000 - 126,000; Full time

Job summary

Cisco Systems, Inc is seeking a Major Incident Manager to lead high-priority incidents and orchestrate global engineering teams. You will translate technical diagnoses into actionable plans and ensure executive visibility while maintaining transparency across tools like Incident.io, Jira and Slack.

The role operates in a 24/7 coverage model with four 10-hour shifts per week and requires resilience and strong stakeholder communication.

Qualifications

• 5+ years of professional experience in incident management or related field.
• Experience supporting SaaS solutions and incident response workflows.
• Hands-on engineering logic or operations background is a plus.

Responsibilities

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

Skills

Major Incident Mgmt

SRE / Cloud Ops

Leadership under pressure

Education

5+ years exp, relevant field

Tools

Incident.io

Jira

Slack

Job description

Cisco Systems, Inc is seeking a Major Incident Manager to lead high-priority incidents and orchestrate global engineering teams. You will translate technical diagnoses into actionable plans and ensure executive visibility while maintaining transparency across tools like Incident.io, Jira and Slack.

The role operates in a 24/7 coverage model with four 10-hour shifts per week and requires resilience and strong stakeholder communication.