Cisco

Incident Manager

Cisco$174K — $235K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 10 years of experience or equivalent, Master's degree with 8 years
  • Proven track record in major incident management and technical support
  • Experience leading priority incidents (P1/P2) to resolution
  • Strong coordination skills across teams during critical incidents
  • Familiarity with incident tracking tools like Jira and Salesforce
  • Expertise in documenting root causes and follow-up actions

Responsibilities

  • Drive responses for major incidents and customer escalations
  • Coordinate cross-functional teams to ensure timely resolutions
  • Track progress, assign actions, and provide critical updates
  • Lead post-incident reviews with a focus on root cause analysis
  • Develop and improve incident-management processes and playbooks
  • Conduct crisis simulations to enhance team readiness
  • Leverage automation tools to streamline incident response

Benefits

  • Opportunity to shape and influence incident-management practices
  • Mentorship opportunities for incident managers and engineers
  • Work in a fast-paced, dynamic environment
  • Collaborate with cross-functional teams and leadership
  • Engage in continual improvement and operational excellence initiatives
Full Job Description
The application window is expected to close on: 10/08/2026
Role requires on-call rotation and support of critical incidents outside normal business hours when needed.

Your Impact

Drive the response to major incidents and complex customer escalations to ensure rapid restoration of critical services and customer satisfaction. Coordinate cross-functional teams, assign actions, track progress, and deliver timely updates to stakeholders, minimizing risk and business disruption. Prepare operational reports, outage summaries, and follow-up actions to promote transparency and continual improvement. Partner with Problem Management to document root causes and implement corrective measures, preventing repeat incidents. Lead post-incident reviews, develop and refine playbooks, and leverage automation to enhance efficiency and organizational readiness. Success in this role means consistently resolving high-impact issues, improving incident management processes, and helping shape the reliability and resilience of Cisco's security platform.
  • Lead P1 and P2 incidents and complex customer escalations from intake through resolution or handoff and serve as a primary escalation point during critical incidents and cross-functional issues; coordinate Support, Engineering, Product, Account Teams, and leadership to drive resolution.
  • Assign actions, track progress, identify blockers, and ensure clear ownership and follow-through; and provide timely and accurate updates to customers, engineers, and leadership.
  • Identify customer and business risk and drive mitigation plans; and lead post-incident reviews and partner with Problem Management on root-cause analysis and corrective actions.
  • Develop and improve incident-management playbooks, processes, and governance.
  • Lead crisis simulations and tabletop exercises to improve organizational readiness.
  • Prepare operational reports, outage summaries, metrics, and follow-up plans.
  • Use automation and AI-enabled tools to improve incident response and identify opportunities for prevention.
  • Mentor and coach incident managers and engineers.
  • Partner with Architecture, Product, and Engineering to improve reliability, observability, resilience, and serviceability.
  • Support continual improvement across incident-management practices.
  • Help define priorities and long-term improvements for incident management across the organization.


Minimum Qualifications
  • Bachelor's degree and 10 years of related experience, Master's degree and 8 years, or equivalent relevant experience.
  • Experience in major incident management, technical support, customer escalation management, site reliability, or a related field.
  • Experience leading P1/P2 incidents and complex customer issues through resolution or formal handoff.
  • Experience coordinating Support, Engineering, Product, Account Teams, and leadership during critical incidents.
  • Experience with incident tracking and customer-management tools such as Jira and Salesforce.
  • Experience documenting root cause, corrective actions, and follow-up work.


Preferred Qualifications
  • Experience with Splunk Security products, including Splunk Enterprise Security, SOAR, XDR, EDR, or related cybersecurity technologies.
  • Experience with cloud platforms, Kubernetes, APIs, networking, observability, or distributed systems.
  • Ability to read or troubleshoot code in Python, Java, C++, Go, or a similar language.
  • ITIL certification or experience applying ITIL incident, problem, change, and continual-improvement practices.
  • Experience using automation, AIOps, or AI-enabled incident-management tools.
  • Experience leading work across multiple regions and time zones.
  • Ability to communicate clearly and make decisions during high-pressure situations.

About Cisco

Cisco Careers

Join the vibrant team at Cisco, a global leader in networking and cybersecurity solutions, where innovation and leadership thrive. Cisco offers a plethora of job opportunities that cater to a range of skills and experiences, making it an ideal place for both seasoned professionals and those seeking an internship to jumpstart their career. Work You’ll Do At Cisco, you’ll be part of a culture that values diversity, leadership, and professional growth. Engage in work that matters with a team that combines technology, creativity, and the power of human connection to redefine networking. Cisco’s commitment to innovation isn’t just about technology, but also about transforming the way we work and collaborate. Cisco’s employment philosophy supports career advancement and nurtures a leadership pipeline that is equipped with diversity training and opportunities for growth. Whether you’re applying your skills to drive our latest innovations or using our vast networking capabilities to solve complex problems, at Cisco, every role is impactful. Join Our Dynamic Team Explore job opportunities in areas ranging from engineering to marketing, sales to cybersecurity. Cisco is hiring individuals who are passionate, curious, and ready to drive change. Positions at Cisco offer competitive benefits, a supportive culture, and the chance to work with cutting-edge technology. Internship Programs Kickstart your career with a Cisco internship. Gain invaluable industry experience, enhance your resume, and build professional networks that last a lifetime. Our internships provide hands-on experience and the chance to work on projects that matter. Leadership and Development Cisco is committed to fostering leadership skills and providing employees with the training needed to succeed. Our leadership programs help you develop new skills, manage teams effectively, and lead with confidence. Cisco’s commitment to professional development ensures that your career path is as dynamic as our technologies. Benefits and Culture Cisco understands the importance of a balanced life. Our benefits package is designed to ensure that our team members are healthy, happy, and secure. At Cisco, you’ll find a supportive culture that encourages open communication, teamwork, and mutual respect. Stay Connected Join Cisco’s Talent Network Stay informed about new positions that match your skills and interests. At Cisco, we value the curiosity and unique perspectives of our team members. Subscribe to receive personalized job alerts and insider tips directly from our hiring managers. Explore Cisco Jobs Ready to advance your career at Cisco? Search open positions, prepare your resume, and get ready for an interview that could lead to your next big opportunity. At Cisco, we’re not just filling positions—we’re investing in leaders. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Cisco.
Learn more about Cisco
Size
79,500 employees
Market Cap
$194.5 billion
Industry
Net Income
$10.1 billion
Founded
2014
5 Year Trend
+1.4%
Revenue
$48 billion
NASDAQ

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