Senior Major Incident Manager, Global 24/7 SaaS Ops

Cisco Systems; Tempe (AZ); On-site; USD 96,000 - 126,000; Full time

Job summary

Cisco Systems is seeking a Major Incident Manager to lead critical incidents globally, translating complex technical issues into actionable plans and executive-ready updates. You will coordinate engineering teams, manage incident lifecycles, and ensure precise communication during customer-impacting events.

The role requires 5+ years in operations and incident management, with strong SaaS and observability experience.

Qualifications

• 5+ years of professional experience.
• 3+ years of Major Incident Management, SRE, Cloud Operations, or technical program management.
• Experience supporting SaaS solutions and incident management tooling.

Responsibilities

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

Skills

Incident management

SRE / Cloud Operations

Technical program management

SaaS experience

Tools

Incident.io

Jira

Slack

Job description

Cisco Systems is seeking a Major Incident Manager to lead critical incidents globally, translating complex technical issues into actionable plans and executive-ready updates. You will coordinate engineering teams, manage incident lifecycles, and ensure precise communication during customer-impacting events.

The role requires 5+ years in operations and incident management, with strong SaaS and observability experience.