Description
Join a dynamic team of technical program managers and escalation specialists at Cisco, leading major security incidents and customer escalations. You will work closely with engineering, product, support, and account teams to ensure customers are protected and critical issues are resolved quickly.
Your Impact Drive responses to major incidents and complex customer escalations, ensuring rapid restoration of critical services and customer satisfaction. Your responsibilities will include:
- Coordinating cross-functional teams and assigning actions
- Tracking progress and delivering timely updates to stakeholders
- Preparing operational reports and outage summaries
- Partnering with Problem Management to document root causes and implement corrective measures
- Leading post-incident reviews and developing playbooks
- Leveraging automation to enhance efficiency and organizational readiness
Minimum Qualifications
- Bachelor's degree and 10 years of related experience, 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, Account Teams, and leadership during critical incidents
- Experience with incident tracking and customer-management tools such as Jira and Salesforce
Preferred Qualifications
- Experience with Splunk Security products, cloud platforms, Kubernetes, APIs, networking, observability, or distributed systems
- Ability to read or troubleshoot code in Python, Java, C++, Go, or a similar language
- ITIL certification or experience applying ITIL incident, problem, change, and continual-improvement practices
- Experience using automation, AIOps, or AI-enabled incident-management tools