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YOUR IMPACTBridge the gap between engineering teams and business stakeholders by translating complex technical issues into clear, actionable updates during critical outages. Lead the end-to-end incident lifecycle to ensure seamless escalation, resolution, and alignment across the organization. Analyze system architectures and diagnostic logs to partner with engineering on root cause identification and long-term service improvements. Author high-quality Root Cause Analysis (RCA) documentation to provide transparency and maintain customer confidence. Drive continuous improvement by refining incident response playbooks and communication templates to increase operational efficiency and minimize future impact. May be required to participate in an on-call rotation.
MINIMUM QUALIFICATIONS- 5+ years of experience in technical support, site reliability engineering, or incident management roles.
- Experience supporting Cisco Webex products (Meetings, Messaging, Calling, or Contact Center) and AWS cloud environments.
- Experience with incident management and ticketing platforms, including JIRA, PagerDuty, and ServiceNow.
- Technical knowledge of networking concepts, including VLANs, routing, subnetting, and packet capture analysis.
- Experience authoring professional technical documentation, including incident reports, process playbooks, or customer-facing Root Cause Analyses.
PREFERRED QUALIFICATIONS- Experience utilizing observability and monitoring platforms such as Splunk and Grafana.
- Prior experience in a customer-facing role within a high-availability production environment.
- Knowledge of ITIL incident management frameworks.
Message to applicants applying to work in the U.S. and/or Canada:The starting salary range posted for this position is $94,200.00 to $125,000.00 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.
U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:
- 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
- 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
- Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
- 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:
- .75% of incentive target for each 1% of revenue attainment up to 50% of quota;
- 1.5% of incentive target for each 1% of attainment between 50% and 75%;
- 1% of incentive target for each 1% of attainment between 75% and 100%; and
- Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$117,600.00 - $171,500.00
Non-Metro New York state & Washington state:
$102,400.00 - $165,800.00
* 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.
