Incident Manager

Experteer Overview In this role you lead high-priority incidents across network and IT domains to minimize disruption and maximize service availability. You collaborate with CX, Cisco IQ, and partners to coordinate rapid resolution in a 24x7 environment. You leverage monitoring and automation tools to diagnose, prioritize, and improve incident response. You will shape the incident management process and contribute to a world-class customer experience through cross-functional teamwork and proactive problem solving. Compensation / Benefits * Lead assessment, diagnosis, and resolution of high-priority incidents in a 24x7 setting * Coordinate priority situations with calmness and urgency to drive to resolution * Operate within a best-in-class network management architecture and automate tasks using tools like ServiceNow and Splunk * Review customer stacks for errors and inefficiencies, identifying automation opportunities * Diagnose issues across OS, hardware, network, and software in compute, virtualization, and multi-cloud environments * Collaborate with CX, Cisco IQ, and partners to coordinate incident response and drive business outcomes * Participate in on-call rotations and respond to critical issues outside standard hours Tasks * 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 with ITIL-aligned incident and problem management * Experience with Cisco technologies, including Cisco IQ * MySQL and/or other database architectures (preferred) * Linux administration knowledge (preferred) * Experience with ServiceNow, Ansible, or Splunk (preferred) * Experience with virtual computing environments and multi-cloud (AWS, Azure, Google Cloud) (preferred) * Proven ability to run high-priority incident bridges and lead cross-functional teams with clear communication Key requirements * medical, dental and vision insurance * 401(k) plan with Cisco matching * paid parental leave * vacation and personal time off * sick time and holiday pay * restricted stock units (RSUs)

compute, virtualization, and multi-cloud environments * Collaborate with CX, Cisco IQ, and partners to coordinate incident response and drive business outcomes * Participate in on-call rotations and respond to critical issues outside standard hours Tasks * 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 with ITIL-aligned incident and problem management * Experience with Cisco technologies, including Cisco IQ * MySQL and/or other database architectures (preferred) * Linux administration knowledge (preferred) * Experience with ServiceNow, Ansible, or Splunk (preferred) * Experience with virtual computing environments and multi-cloud (AWS, Azure, Google Cloud) (preferred) * Proven ability to run high-priority incident bridges and lead cross-functional teams with clear communication Key requirements * medical, dental and

vision insurance * 401(k) plan with Cisco matching * paid parental leave * vacation and personal time off * sick time and holiday pay * restricted stock units (RSUs)