Incident Manager

Cisco
San Jose
Workplace: HybridFull timeUSD 174,600 - 235,000 annuallyFunction: Program & Project Management (PMO)Experience: 10+ yearsEducation: bachelorsSkills: ["Cross-functional coordination","Stakeholder communication","Incident leadership","Risk mitigation","Mentoring"]

Lead response to major incidents and complex customer escalations, coordinating cross-functional teams to restore critical services and keep stakeholders updated. Manage P1/P2 incidents end-to-end, assign actions, track progress, identify blockers, and produce outage summaries and operational reports. Partner with Problem Management on root-cause analysis, improve incident playbooks and governance, and leverage automation and AI-enabled tools to prevent repeats.

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FursaFursa
Cisco
Cisco
5 days ago

Incident Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead response to major incidents and complex customer escalations, coordinating cross-functional teams to restore critical services and keep stakeholders updated. Manage P1/P2 incidents end-to-end, assign actions, track progress, identify blockers, and produce outage summaries and operational reports. Partner with Problem Management on root-cause analysis, improve incident playbooks and governance, and leverage automation and AI-enabled tools to prevent repeats.
Location: San Jose
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Lead response to major incidents and complex customer escalations, coordinating cross-functional teams to restore critical services.
  • •Manage P1/P2 incidents from intake through resolution or handoff as a primary escalation point, providing timely updates to customers and internal teams.
  • •Identify customer and business risk, drive mitigation plans, and conduct post-incident reviews with Problem Management on root-cause analysis and corrective actions.
  • •Develop and improve incident-management playbooks, processes, and governance, including crisis simulations and tabletop exercises.
  • •Prepare operational reports, outage summaries, metrics, and follow-up plans; use automation and AI-enabled tools to improve incident response and prevention.

Pay and Benefits

Salary: USD 174,600 - 235,000 annually
Perks:Health Insurance401k

Key Requirements

  • •Bachelor’s degree and 10 years of related experience, or 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, and Account teams and leadership during critical incidents.
  • •Experience with incident tracking and customer-management tools such as Jira and Salesforce, including documenting root cause and corrective actions.
Experience:10+ yearsCybersecurityTechnical supportSite reliabilityCustomer escalation management
Education:Bachelor's
Skills:Cross-functional coordinationStakeholder communicationIncident leadershipRisk mitigationMentoring
Certifications:ITIL
Tech Stack:JiraSalesforceSplunk Enterprise SecuritySOARXDREDRSplunk SecurityKubernetesAPIsNetworkingObservabilityDistributed systemsPythonJavaC++GoAutomationAIOpsAI-enabled incident-management tools

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
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