The application window is expected to close on: 11/12/2026
The successful applicant will be performing work in FedRAMP environments, and therefore, must be a U.S. Person (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.Your ImpactAs a Major Incident Manager, you are the calm in the storm and the conductor of the orchestra when high-priority incidents hit. Your role is to take control, mobilize the right engineering experts, and translate complex technical situations into a clear, actionable plan. You won't just be managing tickets; you'll be the bridge between technical diagnosis and executive visibility, ensuring that customer-impacting issues are resolved with precision and speed. We look for candidates who have a blend of technical operations experience and the emotional intelligence to navigate high-pressure situations. You should be comfortable leading global teams and be ready to jump into complex distributed systems environments.
- 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.
Minimum 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 experience working through an incident management ticketing system supporting technology products.
Preferred Qualifications- Experience using Splunk or similar enterprise observability and security platforms
- Proven experience leading complex, customer-impacting incidents involving multiple technical teams.
- Strong understanding of SaaS, cloud environments, distributed systems, and observability signals.
- Demonstrated ability to influence without authority, manage conflict, and prioritize under pressure.
- ITIL Foundations certification or equivalent formal training in incident management.
- Experience building or maturing incident management standards, scorecards, or metrics.
- History of facilitating incident simulations, "game days," or coaching Incident Commanders.
- Background in developing documentation, runbooks, or governance models for global teams.
Work PatternThis role participates in a global coverage model operating 24 hours a day, seven days a week, and requires flexibility for four 10-hour shifts per week, regional handoffs, nights, weekends, holidays, and occasional extended incident response. On-call participation will be required based on coverage and incident needs. The role is expected to maintain sustainable response practices and use documented handoffs rather than relying on informal after-hours coverage.
The starting salary range posted for this position is $95,800.00 to $126,200.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$119,600.00 - $174,200.00
Non-Metro New York state & Washington state:
$103,400.00 - $166,000.00
* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.
