Global Major Incident Manager — Remote

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

Job summary

Cisco Systems, Inc. is hiring a Critical Accounts Manager to lead major incident response across our global customers. You will act as the calm in the storm, mobilizing engineers and translating complex issues into actionable plans.

You will coordinate cross-functional teams, maintain transparency with executives, and ensure customer impact is resolved swiftly. This role requires 5+ years in incident management and SaaS operations, with strong communication skills.

Qualifications

• 5+ years of professional experience.
• 3+ years in Major Incident Management, SRE, Cloud Operations or tech program management.
• Experience supporting SaaS solutions or incident management for tech products.
• Familiarity with Splunk or similar platforms.
• Experience leading complex, customer-impacting incidents with multiple teams.
• ITIL Foundations certification or equivalent training (preferred).

Responsibilities

• Lead high-priority incidents from intake through recovery as the command lead.
• Coordinate cross-functional engineering teams and remove blockers.
• Translate technical conditions into clear updates for execs and customers.
• Maintain a single source of truth using Incident.io, Jira, and Slack.
• Drive post-incident reviews to capture lessons learned and improve.

Skills

Incident management

SRE

Cloud operations

Technical program management

SaaS experience

Tools

Splunk

Incident.io

Jira

Slack

Job description

Cisco Systems, Inc. is hiring a Critical Accounts Manager to lead major incident response across our global customers. You will act as the calm in the storm, mobilizing engineers and translating complex issues into actionable plans.

You will coordinate cross-functional teams, maintain transparency with executives, and ensure customer impact is resolved swiftly. This role requires 5+ years in incident management and SaaS operations, with strong communication skills.