Cisco

Problem Manager, Splunk

Cisco$142K — $190K *
US-AnywhereRemote in New York, NY
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 8+ years in Problem Management or related fields.
  • Proficient in Problem Management concepts like root-cause and continual improvement.
  • Experience with tracking the interrelationships of incidents, problems, and solutions.
  • Skilled at identifying systemic issues across various technical components.
  • Proven track record in enhancing Problem Management processes and workflows.

Responsibilities

  • Transform customer incidents into actionable improvements and communications.
  • Govern the post-incident lifecycle by engaging with global stakeholders.
  • Mature the Problem Management practice via proactive data analysis.
  • Establish next-generation capabilities for record linkage and reporting.
  • Lead initiatives to prevent service failures through pattern identification.

Benefits

  • Access to professional development training and courses.
  • Flexible working arrangements to support work-life balance.
  • Potential opportunities for career growth and advancement within the company.
  • Collaborative work environment emphasizing teamwork and accountability.
  • Participation in cross-functional initiatives across the organization.
Full Job Description
The application window is expected to close on: 08/25/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Your Impact

As a Senior Problem Manager, you will transform customer-impacting incidents into actionable improvements and clear communications, ensuring systemic risks are mitigated before they recur. You will govern the post-incident lifecycle by partnering with global stakeholders to drive accountability and high-quality outcomes across the organization. Additionally, you will play a pivotal role in maturing our Problem Management practice by identifying emerging patterns through proactive data analysis to prevent future service failures. You will also take the lead on establishing next-generation capabilities, including end-to-end record linkage and executive reporting.

Minimum Qualifications
  • Bachelor's degree plus 8+ years of experience in Problem Management, Incident Management, service operations, reliability, technical support, customer experience, or related operational discipline.
  • Experience with Problem Management concepts and practices, including post-incident review, root-cause analysis, contributing-factor analysis, corrective-action management, known errors, and continual improvement.
  • Experience with the end-to-end relationship among incidents, problems, root causes, known errors, engineering defects, corrective actions, permanent fixes, and customer outcomes.
  • Experience identifying recurring incidents and systemic patterns across multiple records, customers, products, services, or technical components.
  • Experience designing or substantially improving Problem Management capabilities, governance models, operational programs, or cross-functional workflows.
  • Demonstrated ability to influence resource allocation, establish accountability, sustain cross-functional stakeholder commitment, remove blockers, manage competing priorities, and drive work from investigation through permanent resolution.
  • Demonstrated ability to build reporting and executive-level narratives that connect operational status and technical findings to business risk, service performance, and customer experience.


Preferred Qualifications
  • ITIL 4 or ITIL Version 5 certification, particularly training or certification related to Problem Management, or a comparable service-management qualification.
  • Experience leading complex Problem Management or post-incident programs in a large-scale cloud, SaaS, enterprise software, or technology-services environment.
  • Experience governing complex work across Engineering, Product, Operations, Support, and customer-facing organizations in a matrixed environment.
  • Demonstrated success operating as a senior individual contributor, leading complex cross-functional initiatives through influence rather than direct authority.
  • Experience establishing or modernizing a known-error management process, known-error repository, or Known Error Database.
  • Experience building a repeat-issue detection, trend-analysis, or problem-identification program.
  • Experience creating executive dashboards, leadership reporting, and governance cadences for Problem Management, service reliability, incident reduction, or corrective-action programs.
  • Familiarity with integrating or correlating information across incident-management, problem-management, defect-management, customer-support, and analytics platforms.
  • Experience building a Problem Management function or major practice area from an early stage to a defined, measurable, and sustainable operating model.
  • Experience with customer-facing root-cause communications and the review of sensitive technical content.
  • Familiarity with incident and work-management platforms such as incident.io, Jira, Salesforce, or comparable systems.
  • Experience developing training, operating procedures, governance frameworks, and continual-improvement programs.
  • Strong analytical and data-literacy skills, including the ability to define meaningful metrics, identify data-quality gaps, interpret trends, and turn findings into recommendations.
  • Strong written and verbal communication skills, including the ability to translate complex technical findings into clear, accurate, and customer-appropriate language.
  • Experience influencing senior Product, Engineering, Operations, Support, and Customer Experience leaders in a complex, matrixed organization.
  • Ability to collaborate effectively and drive alignment across AMER, EMEA, and APJC time zones.
  • Ability to work on call as needed.

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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