Senior Major Incident Manager - 24/7 Global Response

020 Cisco Systems, Inc.; Richardson (TX); On-site; USD 96,000 - 126,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan with Cisco matching

Paid parental leave

Short-term disability

Long-term disability

Basic life insurance

Paid holidays

Vacation time

Job summary

Cisco Systems, Inc. in Richardson, TX is seeking a Major Incident Manager to lead high-priority incidents and coordinate across engineering teams. You will translate complex technical issues into actionable plans and provide executives with clear updates while maintaining transparency through incident tools.

The role emphasizes incident management depth, SaaS resilience, and a focus on continuous improvement via post-incident reviews and runbooks.

Qualifications

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

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 Incident.io, Jira, and Slack to ensure transparency.
• Drive post-incident reviews to capture lessons learned and turn yesterday’s failures into tomorrow’s optimizations.

Skills

Incident management

SRE

Cloud operations

Technical program management

SaaS support

Education

ITIL Foundations certification

Tools

Incident.io

Jira

Slack

Job description

Cisco Systems, Inc. in Richardson, TX is seeking a Major Incident Manager to lead high-priority incidents and coordinate across engineering teams. You will translate complex technical issues into actionable plans and provide executives with clear updates while maintaining transparency through incident tools.

The role emphasizes incident management depth, SaaS resilience, and a focus on continuous improvement via post-incident reviews and runbooks.