[Remote] SAAS Operations Engineer

Note: The job is a remote job and is open to candidates in USA. Cisco is a leader in connecting and protecting organizations in the AI era and is seeking a SAAS Operations Engineer to bridge the gap between engineering teams and business stakeholders. The role involves leading incident management processes, analyzing system architectures, and driving continuous improvement in operational efficiency.ResponsibilitiesBridge the gap between engineering teams and business stakeholders by translating complex technical issues into clear, actionable updates during critical outagesLead the end-to-end incident lifecycle to ensure seamless escalation, resolution, and alignment across the organizationAnalyze system architectures and diagnostic logs to partner with engineering on root cause identification and long-term service improvementsAuthor high-quality Root Cause Analysis (RCA) documentation to provide transparency and maintain customer confidenceDrive continuous improvement by refining incident response playbooks and communication templates to increase operational efficiency and minimize future impactMay be required to participate in an on-call rotationSkills5+ years of experience in technical support, site reliability engineering, or incident management rolesExperience supporting Cisco Webex products (Meetings, Messaging, Calling, or Contact Center) and AWS cloud environmentsExperience with incident management and ticketing platforms, including JIRA, PagerDuty, and ServiceNowTechnical knowledge of networking concepts, including VLANs, routing, subnetting, and packet capture analysisExperience authoring professional technical documentation, including incident reports, process playbooks, or customer-facing Root Cause AnalysesExperience utilizing observability and monitoring platforms such as Splunk and GrafanaPrior experience in a customer-facing role within a high-availability production environmentKnowledge of ITIL incident management frameworksBenefitsMedical, dental and vision insuranceA 401(k) plan with a Cisco matching contributionPaid parental leaveShort and long-term disability coverageBasic life insuranceGrants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by CiscoNon-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employeesExempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the nextAdditional paid time away may be requested to deal with critical or emergency issues for family membersOptional 10 paid days per full calendar year to volunteerFor non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policiesEmployees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco planFor quota-based incentive pay, Cisco typically pays as follows: .75% of incentive target for each 1% of revenue attainment up to 50% of quota; 1.5% of incentive target for each 1% of attainment between 50% and 75%; 1% of incentive target for each 1% of attainment between 75% and 100%; and Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensationFor non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of targetCisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paidEmployees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirementsCompany OverviewCisco develops, manufactures, and sells networking hardware, telecommunications equipment, and other technology services and products. It is a sub-organization of Cisco Press. It was founded in 1984, and is headquartered in San Jose, California, USA, with a workforce of 10001+ employees. Its website is http://www.cisco.com.Company H1B SponsorshipCisco has a track record of offering H1B sponsorships, with 154 in 2026, 1238 in 2025, 1231 in 2024, 1273 in 2023, 2127 in 2022, 1991 in 2021, 1173 in 2020. Please note that this does not guarantee sponsorship for this specific role.