Join a energetic, globally distributed group of technical program managers and escalation specialists who lead the charge on major security incidents and customer escalations. Our team is at the heart of Cisco's unified security platform, partnering closely with engineering, product, support, and account teams to ensure customers are protected and critical issues are resolved quickly. You'll work alongside distinguished engineers and leaders, interact directly with customer executives, and help shape the future of our security products. Coordinate cross-functional teams, assign actions, track progress, and deliver timely updates to stakeholders, minimising risk and business disruption. Success in this role means consistently resolving high-impact issues, improving incident management processes, and helping shape the reliability and resilience of Cisco's security platform.

Drive action tracking, ownership, stakeholder communication, and risk mitigation.

Leverage automation and AI to enhance incident response and prevent recurring issues.

Bachelor's degree and 15 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.

Experience documenting root cause, corrective actions, and follow-up work.

Experience with Splunk Security products, including Splunk Enterprise Security, SOAR, XDR, EDR, or related cybersecurity technologies.





Experience with 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.

Experience leading work across multiple regions and time zones.

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.

Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. be conducted across email, phone, or WebEx

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