Incident Manager

Meet the Team
Join Cisco s Customer Experience (CX) Engineering team, a globally connected organization focused on solving complex customer challenges through network-centric technology solutions.
Our team works closely with Cisco product and engineering organizations, partners, and cross-functional teams to design, implement, optimize, and operate Cisco technologies that deliver measurable customer outcomes.
We foster a culture of continuous learning, innovation, mentorship, and collaboration, with a strong focus on customer success and operational excellence.

Your Impact
As an Incident Manager, you will play a critical role in delivering exceptional customer outcomes across Cisco IQ and Managed Services.
You will lead the assessment, coordination, diagnosis, and resolution of high-priority and major incidents across network, collaboration, data center, and security environments. You will bring calm, structured leadership to critical situations, coordinate cross-functional teams, and drive incidents through to timely resolution.
You will also help improve the reliability and efficiency of customer environments through monitoring, automation, proactive problem management, and continuous improvement.

What You ll Do

• Lead P1/P2 and major incidents in a 24x7 operational environment, ensuring timely communication, escalation, and resolution.
• Own and facilitate major incident bridges, coordinating engineering, delivery, operations, and partner teams.
• Lead incident assessment, diagnosis, troubleshooting, and resolution across network, compute, virtualization, cloud, and software environments.
• Partner with Cisco IQ, CX delivery teams, engineering teams, and external partners to drive effective incident response.
• Leverage platforms such as ServiceNow, Splunk, Ansible, and Cisco technologies for incident management, monitoring, and automation.
• Identify recurring incidents, operational gaps, and customer-impacting issues and drive root cause analysis and problem management.
• Review customer technology stacks to identify errors, inefficiencies, and automation opportunities.
• Support improvements to monitoring, infrastructure architecture, operational processes, and service reliability.
• Work across AWS, Azure, Google Cloud, virtualization, Linux, networking, and data center environments.
• Drive continuous improvement by identifying opportunities to automate repetitive operational activities and improve service efficiency.
• Communicate clearly with technical and business stakeholders during high-pressure situations.
• Maintain accurate incident documentation, timelines, action plans, and post-incident learnings.

Who You ll Work With
You ll collaborate closely with:

• Cisco Customer Experience (CX) Engineering
• Cisco IQ
• Managed Services teams
• Network Security Engineering
• Data Center Cloud teams
• Cisco Product Engineering organizations
• Technical Support and Operations teams
• External partners and service providers
• Customer technical and business stakeholders

Minimum Qualifications

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related technical field.
• Experience in Incident Management / Major Incident Management within a 24x7 operations environment.
• Proven experience leading P1/P2 incidents and high-priority incident bridges.
• Strong understanding of ITIL / ITSM, including Incident and Problem Management.
• Experience with networking and network monitoring.
• Technical understanding of virtualization and cloud environments.
• Working knowledge of at least one major cloud platform: AWS, Azure, or Google Cloud.
• Experience with Linux administration and operating system troubleshooting.
• Hands-on experience with tools such as ServiceNow, Splunk, Ansible, or equivalent monitoring/automation platforms.
• Strong troubleshooting, analytical, communication, and stakeholder-management skills.
• Ability to remain calm, structured, and decisive during critical incidents.
• Ability to work effectively across global, cross-functional, and geographically distributed teams.

Preferred Qualifications

• Experience supporting Cisco networking technologies and enterprise infrastructure.
• Experience with Cisco IQ or managed services environments.
• Strong knowledge of network monitoring and observability platforms.
• Experience with MySQL or other database architectures.
• Experience with network/infrastructure automation using Ansible, Python, or similar technologies.
• Experience working across multi-cloud and hybrid infrastructure environments.
• Strong understanding of Root Cause Analysis (RCA), Problem Management, and Service Improvement.
• Experience identifying and implementing automation opportunities within IT operations.
• ITIL certification or equivalent IT service management experience.
• Experience working in a global customer-facing technology environment.

Why Cisco

At Cisco, we re revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

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