Global Major Incident Manager (SaaS/Cloud Ops)

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

Benefits offered by this job

Medical, dental & vision insurance

401(k) with Cisco matching

Parental leave

Short & long-term disability coverage

Life insurance

Restricted stock units

Job summary

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

You will coordinate engineers, maintain transparency with incident telemetry, and drive post-incident reviews to improve resilience. This role operates in a 24x7 global coverage model with four 10-hour shifts weekly, requiring strong leadership under pressure and a deep understanding of SaaS,

Qualifications

• 5+ years of professional experience in incident management or operations.
• 3+ years in Major Incident Management, SRE, Cloud Operations, or technical program management.
• Experience supporting SaaS solutions, hands-on technical experience in the engineering realm or experience working through an incident management ticketing system supporting technology products.

Responsibilities

• Lead high-priority incidents from intake through recovery, acting as the primary point of command.
• Orchestrate cross-functional engineering teams, removing coordination blockers and keeping the response focused.
• Distill complex technical conditions into clear, factual updates for executive stakeholders and customers.
• Maintain a "single source of truth" using tools like Incident.io, Jira, and Slack to ensure transparency.
• Drive post-incident reviews to capture lessons learned, turning yesterday’s failures into tomorrow’s optimizations.

Skills

Incident Management

SRE

Cloud Operations

Technical Program Management

SaaS Experience

Tools

Splunk

Jira

Slack

Incident.io

Job description

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

You will coordinate engineers, maintain transparency with incident telemetry, and drive post-incident reviews to improve resilience. This role operates in a 24x7 global coverage model with four 10-hour shifts weekly, requiring strong leadership under pressure and a deep understanding of SaaS,