The application window is expected to close on: 08/09/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
***We are looking for candidates local to RTP as this is a hybrid role***Meet the TeamThe Customer Experience (CX) engineering team is a group of extraordinary technical guides whose main focus is delivering a world-class customer experience by solving the toughest business challenges with network-centric solutions. We accelerate customer and partner success through groundbreaking technology design, implementation, and optimization across a broad range of Cisco technologies. Our team collaborates closely with Cisco product, engineering teams, partners, and multi-functional groups to drive meaningful technology transitions and deliver real business outcomes. We are a high-performing, globally connected team with a strong culture of continuous learning, mentorship, and knowledge sharing. Our impact is validated through strong financial results, industry recognition, and some of the highest customer and employee satisfaction scores at Cisco.
Your ImpactAs an Incident Manager on this CX engineering team, you will play a critical role in how both Cisco IQ and our Managed Services organization deliver outcomes for our customers. You will lead the assessment, diagnosis, and resolution of high-priority incidents across network, collaboration, data center, and security operations, supporting a world-class monitoring platform that provides proactive management, monitoring, and optimization of infrastructure and processes to reduce costly inefficiencies, maximize system availability, and improve security and compliance. You will work closely with delivery teams within Customer Experience, Cisco IQ, and partners, running priority situations with calmness and urgency to drive them to resolution.
As a lead member of this Customer Experience team, supporting both Cisco IQ and Managed Services environments:
- Support a 24x7 work environment across network infrastructure and software. This position requires a detail-oriented individual who can multitask on incidents and problems varying in complexity and difficulty.
- Lead the assessment, diagnosis, and resolution of high-priority incidents, running and leading priority situations with calmness, urgency, and a drive to resolution.
- Work on a best-in-class network management architecture, including administration and automation of tasks in tools such as ServiceNow, Splunk, and other Cisco technologies.
- Maintain an entrepreneurial mindset to learn, create, and expand new or existing ideas and tool sets, including reviewing existing customer stacks for errors and inefficiencies and identifying ways to improve and automate them.
- Diagnose and solve problems related to the operating system, hardware, network, and related software, across compute, virtualization, and multi-cloud environments.
- Work with the team in evolving application infrastructure architecture and make recommendations for improvements.
- Partner with delivery teams within Customer Experience, Cisco IQ, and partners to coordinate incident response and drive real business outcomes.
- This role is eligible for on-call pay and requires availability to respond to critical issues outside of standard working hours.
Minimum Qualifications:- Experience leading incident management or major incident processes in a 24x7 operations environment.
- Bachelor's Degree and 4+ years of professional experience
- Networking and network monitoring experience
- Experience in ITIL-aligned customer support processes, including incident and problem management
- Experience working with Cisco technologies, including Cisco IQ
Preferred Qualifications:- MySQL and/or other database architectures
- Linux Administration knowledge
- Experience or hands-on experience with ServiceNow, Ansible, or Splunk
- Experience with Virtual Computing Environments and technical familiarity with multi-cloud environments (AWS, Azure, Google Cloud)
- Proven ability to run high-priority incident bridges and drive cross-functional teams to resolution with calm, clear communication
