Sr. Escalation Engineer
Core
Lead response to major security incidents and complex customer escalations to ensure rapid restoration of critical services and minimize business disruption.
Role type
Senior Incident Management and Escalation Engineer
Builds
Cisco's unified security platform reliability and resilience
Domain
Cybersecurity / Site Reliability Engineering
Required skills
Major incident management, Cross-functional coordination, Root cause analysis, Incident tracking tools, Process improvement, Crisis simulation, Automation/AI tools, Strategic prioritization
Preferred skills
Splunk Security products, Cloud platforms, Kubernetes, Python/Java/C++/Go, ITIL practices, AIOps, Global time zone management
Technologies
Jira, Salesforce, Splunk Enterprise Security, SOAR, XDR, EDR, Kubernetes, Python, Java, C++, Go
Responsibilities
Lead P1/P2 incidents and complex customer escalations from intake to resolution; Assign actions, track progress, and remove blockers; Assess risks and drive mitigation plans; Develop and improve incident-management processes and playbooks; Lead crisis simulations and tabletop exercises; Mentor incident managers and engineers; Drive continuous improvement for incident management.
Seniority
Senior, hands-on IC
