Manager – Major Incident Management

Meet the Team

The Major Incident Management (MIM) team leads the company’s highest-impact customer incidents. Incident Managers direct P0, P1, and qualified P2 responses from intake through recovery, closure, and post-incident follow-up. They coordinate Product, Technology, Support, and customer-facing teams while technical teams retain ownership of diagnosis and remediation. The team’s operating model keeps response work focused, accountable, and customer-centered across a global operation.

Your Impact

Lead the readiness, performance, and development of the Major Incident Management team. Set the standards, coverage, and support Incident Managers need to direct effective responses at enterprise scale. Partner with regional stakeholders and global peers to stay close to operations, understand regional needs, and remove barriers to an efficient, consistent response. Coach Incident Managers, provide senior command during complex or high-risk incidents, and keep executives and customer-facing leaders informed about impact and recovery. Enable the team to coordinate an effective response and restore service in the incidents with the greatest impact on our customers and their experience.

As the manager of the team, you can expect to:

·   8 or more years of progressive experience in major incident management, critical response, technical operations, SRE, cloud operations, technical program management, or a comparable enterprise technology function.

·   Demonstrated experience overseeing high-impact, ambiguous, and prolonged incidents involving multiple engineering, product, cloud, infrastructure, or security teams across regions.

·   Lead command and coordination for the company’s highest-impact customer incidents.

·   Connect Product, Technology, Support, and customer-facing teams through clear objectives, owners, priorities, and updates, while keeping diagnosis and remediation with technical teams.

·   Develop Incident Managers’ command capabilities through training, coaching, calibration, and consistent standards.

·   Partner with regional stakeholders and global peers to understand operating conditions, identify friction or coverage gaps, and improve response efficiency and consistency.

·   Strengthen global readiness and learning from incidents, focusing improvements on reliable service recovery where customer impact is greatest.

Minimum Qualifications

·   8 or more years of progressive experience in major incident management, critical response, technical operations, SRE, cloud operations, technical program management, or a comparable enterprise technology function.

·   Demonstrated experience overseeing high-impact, ambiguous, and prolonged incidents involving multiple engineering, product, cloud, infrastructure, or security teams across regions.

·   3 years of direct people-management experience, including accountability for the performance and development of direct reports, and demonstrated experience coaching or calibrating incident commanders or other response leaders and improving incident-management standards, readiness, governance, or response quality.

·   Strong understanding of SaaS, cloud environments, distributed systems, observability, service dependencies, and operational signals used to assess customer impact and recovery risk.

·   Demonstrated ability to lead incident command with clear objectives, prioritized and sequenced workstreams, accountable owners, timely escalation, and accurate updates, and to build this rigor across a team through training, coaching, calibration, and reinforcement of incident-management standards.

·   Demonstrated ability to engage directly with customers during high-profile incidents, explain incident strategy, verified impact, recovery progress, risks, and next steps, and provide clear, fact-based reassurance that the response is progressing appropriately.

·   Sound judgment under pressure, executive presence, and customer focus, with the ability to communicate impact, risk, recovery progress, and uncertainty accurately.

·   Ability to influence without direct authority, resolve conflict, manage competing priorities, and turn complex technical conditions into clear decisions, owners, and follow-through.

Preferred Qualifications

·   Experience with PIRs, root-cause analysis, RCMs, action plans, and measurable follow-up outcomes.

·   Bachelor’s degree in a technical, business, or related discipline, or equivalent practical experience.

·   Global enterprise software, cloud, security, observability, infrastructure, or Splunk operations experience

·   Incident.io or a comparable incident-management platform

·   ITIL Foundations or equivalent training;

·   Experience designing global coverage models, command scorecards, simulations, or capacity-management practices.

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.