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.

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 Bachelor's 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,