Escalations Technical Leader
Core
Lead response to major security incidents and complex customer escalations to ensure rapid restoration of critical services and customer satisfaction.
Role type
Senior Technical Program Manager / Escalation Leader
Builds
Cisco's unified security platform reliability and resilience
Domain
Cybersecurity / IT Operations / Incident Management
Deliverable
dashboards & analysis
Required skills
Major incident management, Cross-functional coordination, Root cause analysis, Stakeholder communication, Process improvement, Automation/AI integration, Crisis simulation, Playbook development, Strategic prioritization, Mentoring
Preferred skills
Splunk Security products, Cloud platforms, Kubernetes, APIs, Networking, Observability, Distributed systems, Python/Java/C++/Go, ITIL practices, AIOps, Global team leadership
Technologies
Jira, Salesforce, Splunk, Kubernetes, Python, Java, C++, Go
Responsibilities
Lead P1/P2 incidents and complex customer escalations, Drive action tracking and risk mitigation, Lead post-incident reviews and root-cause analysis, Improve incident-management processes and playbooks, Conduct crisis simulations, Leverage automation and AI, Mentor incident managers and engineers, Partner with Architecture and Engineering to improve reliability
Seniority
Senior, hands-on IC with strategic leadership
