Incident Commander, Site Reliability Engineering

Cisco Meraki's mission is to simplify technology so our customers can focus on what's most significant to them: their students, patients, customers, and businesses. Our customers depend on the Meraki cloud to be highly available and reliable, so they can run their network switches, security appliances, wireless APs, sensors and security cameras.

As our Lead Incident Manager, you will be responsible for driving the quick and efficient resolution of critical incidents. You will work closely with Engineering, Product Management, Customer Support and Security teams to ensure that incidents are brought up and resolved in a timely manner. You will also work with these same teams to collect data, improve processes, and provide readouts around incidents to drive down MTTR (mean time to resolution) and overall reliability of the Meraki cloud. You are ideal for this role if you have a technical background, enjoy thinking on your feet and driving resolution of critical issues for large distributed platforms.

• Lead real-time incident management, partnering with on-callers, engineering teams, product, support and leaders as required
• Own Incident Commander responsibilities and delegate or run postmortem coordination working with engineering/product teams to prioritize action items
• Coordinate with globally distributed team to ensure smooth handoffs in a follow the sun model
• Document key events and landmarks during the life-cycle of an incident and communicate status accordingly to internal and external customers
• Collaborating with engineering/support/product to improve tooling, automation, and documentation for running, collecting, and reporting on incidents
• Contribute and make recommendations for incident management and reliability improvements
• Perform regular readouts to leadership on state of incident management at Meraki

• Deep understanding of incident management principles, tools and processes
• Extensive experience running postmortems
• Familiarity with software development and IT operations
• Familiarity with incident management reporting and metrics
• Experience with postmortem coordination and follow-up actions
• Experience with tools like Jira, PagerDuty, ELK, Grafana

• Care about the customer experience.
• You have experience supporting an externally-facing production environment, ideally in a team that follows the sun
• Empathize with your coworkers, and you are a positive influence on others
• Have experience driving continuous improvements to incident management ultimately leading to overall higher quality to customer experience
• Enjoy problem solving and analyzing global-scale distributed systems
• Remain calm in high stress situations
• Are able to work cross-functionally and influence and across teams
• Are willing to be on-call, including nights and/or weekends as a part of a rotation

Keywords: Incident Management, IT Operations, Postmortem, MTTR, Sev1, Escalations, Remediation

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.