Global Major Incident Manager

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

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid parental leave

Sick time & flexible vacation

Annual bonus opportunities

Job summary

Cisco Systems is seeking a Major Incident Manager to lead high-priority incidents 24/7 in a global, distributed environment. You will coordinate engineers, translate complex issues into actionable plans, and maintain transparency with executives and customers.

Ideal candidates bring 5+ years in incident management, SRE, or cloud operations, and a strong background in SaaS and incident response tooling. This role requires versatility, leadership, and rapid decision-making under pressure.

Qualifications

• 5+ years of professional experience in enterprise IT or similar roles.
• 3+ years in Major Incident Management, SRE, Cloud Operations, or technical program management.

Responsibilities

• Lead high-priority incidents from intake through recovery as the primary command point.
• Coordinate cross-functional engineering teams to remove blockers and keep response focused.
• 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 extract lessons and drive improvements.

Skills

Major Incident Management

SRE / Cloud Operations

Technical program management

SaaS experience

Incident response tools (Jira, Slack,

Tools

Incident.io

Jira

Slack

Job description

Cisco Systems is seeking a Major Incident Manager to lead high-priority incidents 24/7 in a global, distributed environment. You will coordinate engineers, translate complex issues into actionable plans, and maintain transparency with executives and customers.

Ideal candidates bring 5+ years in incident management, SRE, or cloud operations, and a strong background in SaaS and incident response tooling. This role requires versatility, leadership, and rapid decision-making under pressure.