Senior Major Incident Manager — Global Remote Role

Cisco Systems, Inc; Richardson (TX); Remote; USD 96,000 - 126,000; Full time

Benefits offered by this job

401(k) matching

Paid holidays

Bonus program

Remote work option

Job summary

Cisco Systems, Inc. is seeking a Critical Accounts MAJOR INCIDENT Manager to operate in a remote, global support model. The role handles high-priority incidents in FedRAMP environments, coordinating engineering teams to restore services and communicate clearly to executives and customers.

This position requires a U.S. Person, with flexible shifts to cover a 24/7 global model. Expect four 10-hour shifts weekly, with potential on-call duties and regional handoffs.

Qualifications

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

Responsibilities

• Lead high-priority incidents from intake through recovery, acting as the primary command.
• Coordinate cross-functional engineering teams, removing blockers and maintaining focus.
• Translate complex technical conditions into clear, factual updates for executives and customers.
• Maintain a single source of truth using tools like Incident.io, Jira, and Slack.

Skills

Incident management

SRE

Cloud operations

Observability

SaaS knowledge

Education

ITIL Foundations certification

Tools

Splunk

Jira

Job description

Cisco Systems, Inc. is seeking a Critical Accounts MAJOR INCIDENT Manager to operate in a remote, global support model. The role handles high-priority incidents in FedRAMP environments, coordinating engineering teams to restore services and communicate clearly to executives and customers.

This position requires a U.S. Person, with flexible shifts to cover a 24/7 global model. Expect four 10-hour shifts weekly, with potential on-call duties and regional handoffs.