Global Major Incident Leader (24/7 On-Call)

Cisco Systems, Inc; Chicago (IL); On-site; USD 96,000 - 126,000; Full time

Job summary

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

The role requires coordinating engineering squads, ensuring transparency with stakeholders, and driving post-incident reviews to improve resilience. This position operates in a 24/7 global coverage model with extended shifts.

Qualifications

• 5+ years of professional experience in incident management or related field.
• 3+ years in Major Incident Management, SRE, Cloud Operations, or technical program management.
• Experience supporting SaaS solutions and hands-on engineering or incident management systems.

Responsibilities

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

Skills

5+ years experience

3+ years MIM / SRE

SaaS experience

Hands-on engineering

Incident management tools

Tools

Splunk

Job description

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

The role requires coordinating engineering squads, ensuring transparency with stakeholders, and driving post-incident reviews to improve resilience. This position operates in a 24/7 global coverage model with extended shifts.