Sr. Escalation Engineer

Overview

Lead the response to major security incidents and complex customer escalations on Cisco's unified security platform, coordinating cross-functional teams and driving reliability improvements.

What you'll do

• Drive the response to major incidents and complex customer escalations to ensure rapid restoration of critical services and customer satisfaction.
• Coordinate cross-functional teams, assign actions, track progress, and deliver timely updates to stakeholders, minimizing risk and business disruption.
• Prepare operational reports, outage summaries, and follow-up actions to promote transparency and continual improvement.
• Partner with Problem Management to document root causes and implement corrective measures, preventing repeat incidents.
• Lead post-incident reviews, develop and refine playbooks, and leverage automation to enhance efficiency and organizational readiness.
• Lead P1/P2 incidents and complex customer escalations from intake to resolution or handoff, coordinating cross-functional teams and leadership.
• Assign actions, track progress, remove blockers, and provide timely, accurate stakeholder updates.
• Assess risks, drive mitigation plans, and lead post-incident reviews, root-cause analysis, and corrective actions.
• Develop and improve incident-management processes, playbooks, governance, and operational reporting.
• Lead crisis simulations and tabletop exercises to strengthen organizational readiness.
• Leverage automation and AI tools to improve incident response and prevent recurring issues.
• Mentor incident managers and engineers while partnering with Architecture, Product, and Engineering to enhance reliability, resilience, and observability.
• Drive continuous improvement and define strategic priorities for incident management across the organization.

What you'll need

• Bachelor's degree and 10 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.

Nice to have

• 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.
• Ability to communicate clearly and make decisions during high-pressure situations.

Details

• Location: Bangalore, India.