Senior Major Incident Manager - Remote, 24/7

Cisco Systems, Inc; North Carolina; Remote; USD 96,000 - 126,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with match

Parental leave

Disability coverage

Life Insurance

Paid holidays

Job summary

Cisco Systems, Inc is seeking a Critical Accounts Manager to join a remote team supporting customers in a multi-geo environment. The role focuses on managing high-priority incidents, coordinating across engineering groups, and delivering clear, actionable plans to preserve customer trust and system resilience.

The position requires strong incident-management experience, SaaS domain knowledge, and the ability to operate effectively in fast-paced, 24/7 coverage models.

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 systems.

Responsibilities

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

Skills

Incident management

SRE

Cloud ops

Technical program mgmt

SaaS

Observability

Tools

Splunk

Jira

Incident.io

Slack

Job description

Cisco Systems, Inc is seeking a Critical Accounts Manager to join a remote team supporting customers in a multi-geo environment. The role focuses on managing high-priority incidents, coordinating across engineering groups, and delivering clear, actionable plans to preserve customer trust and system resilience.

The position requires strong incident-management experience, SaaS domain knowledge, and the ability to operate effectively in fast-paced, 24/7 coverage models.