Incident Manager

The application window is expected to close on: 08/09/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received . ***We are looking for candidates local to RTP as this is a hybrid role*** Meet the Team The Customer Experience (CX) engineering team is a group of extraordinary technical guides whose main focus is delivering a world-class customer experience by solving the toughest business challenges with network-centric solutions. We accelerate customer and partner success through groundbreaking technology design, implementation, and optimization across a broad range of Cisco technologies. Our team collaborates closely with Cisco product, engineering teams, partners, and multi-functional groups to drive meaningful technology transitions and deliver real business outcomes. We are a high-performing, globally connected team with a strong culture of continuous learning, mentorship, and knowledge sharing. Our impact is validated through strong financial results, industry recognition, and some of the highest customer and employee satisfaction scores at Cisco. Your Impact As an Incident Manager on this CX engineering team, you will play a critical role in how both Cisco IQ and our Managed Services organization deliver outcomes for our customers. You will lead the assessment, diagnosis, and resolution of high-priority incidents across network, collaboration, data center, and security operations, supporting a world-class monitoring platform that provides proactive management, monitoring, and optimization of infrastructure and processes to reduce costly inefficiencies, maximize system availability, and improve security and compliance. You will work closely with delivery teams within Customer Experience, Cisco IQ, and partners, running priority situations with calmness and urgency to drive them to resolution. As a lead member of this Customer Experience team, supporting both Cisco IQ and Managed Services environments: Support a 24x7 work environment across network infrastructure and software. This position requires a detail-oriented individual who can multitask on incidents and problems varying in complexity and difficulty. Lead the assessment, diagnosis, and resolution of high-priority incidents, running and leading priority situations with calmness, urgency, and a drive to resolution. Work on a best-in-class network management architecture, including administration and automation of tasks in tools such as ServiceNow, Splunk, and other Cisco technologies. Maintain an entrepreneurial mindset to learn, create, and expand new or existing ideas and tool sets, including reviewing existing customer stacks for errors and inefficiencies and identifying ways to improve and automate them. Diagnose and solve problems related to the operating system, hardware, network, and related software, across compute, virtualization, and multi-cloud environments. Work with the team in evolving application infrastructure architecture and make recommendations for improvements. Partner with delivery teams within Customer Experience, Cisco IQ, and partners to coordinate incident response and drive real business outcomes. This role is eligible for on-call pay and requires availability to respond to critical issues outside of standard working hours. Minimum Qualifications: Experience leading incident management or major incident processes in a 24x7 operations environment. Bachelor’s Degree and 4+ years of professional experience Networking and network monitoring experience Experience in ITIL-aligned customer support processes, including incident and problem management Experience working with Cisco technologies, including Cisco IQ Preferred Qualifications: MySQL and/or other database architectures Linux Administration knowledge Experience or hands-on experience with ServiceNow, Ansible, or Splunk Experience with Virtual Computing Environments and technical familiarity with multi-cloud environments (AWS, Azure, Google Cloud) Proven ability to run high-priority incident bridges and drive cross-functional teams to resolution with calm, clear communication 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. Message to applicants applying to work in the U.S. and/or Canada: The starting salary range posted for this position is $93,500.00 to $125,500.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process. U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time. U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies: 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations) 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next Additional paid time away may be requested to deal with critical or emergency issues for family members Optional 10 paid days per full calendar year to volunteer For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies. Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows: .75% of incentive target for each 1% of revenue attainment up to 50% of quota; 1.5% of incentive target for each 1% of attainment between 50% and 75%; 1% of incentive target for each 1% of attainment between 75% and 100%; and Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid. The applicable full salary ranges for this position, by specific state, are listed below: New York City Metro Area: $116,300.00 - $173,500.00 Non-Metro New York state & Washington state: $101,900.00 - $154,400.00 * For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined. ** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.