Escalations Program Manager

Escalations Program Manager

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Location : Offsite, San Jose, California, US

Alternate Locationremote,USA

Area of InterestProject or Program Management

Compensation Range146100 USD - 190300 USD

Job TypeProfessional

Technology InterestCloud and Data Center, Collaboration

Job Id1451250

The application window is expected to close on : 10 / 23 / 2025

NOTE : Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Meet the Team

Come join us in supporting Cisco's UCS Datacenter Server product line, part of the industry's leading Cloud and Compute business! We are part of a team working to simplify the deployment, management, and support of Enterprise Data Centers by providing industry-leading Cloud-Based solutions with our Intersight portfolio.

Cisco Intersight is a cloud-based capability as a service platform for Cisco UCS (Unified Computing System) and other data center products, including partners and third-parties. It provides a more intelligent level of management that enables IT organizations to analyze, simplify and automate their environments. It is driven by analytics and machine learning to provide actionable intelligence for IT operations management.

Your Impact

In this highly visible role as Program Manager, you will :

Serve as a primary field liaison for Sales and TAC around a broad set of Compute customer issues.

Prioritize, manage and facilitate regular sync-up meetings between escalations, development, QA, product management and TAC.

Coordinate, manage and facilitate regular sync-up meetings between CSPG, TAC and Sales organizations.

Facilitate ad-hoc cross functional meetings between escalation team and development for debugging and solving major customer found defects.

Work directly with TAC, Sales, Customer and CAP organization to manage certain types of pre-CAP customer crisis situations.

Manage the budget for the escalations organization.

Order hardware for escalation team internal lab use.

Manage process of procuring BU funded hardware being provided to customers.

Supervise incoming escalations to ensure that they are being taken up by escalation team members.

Minimum Qualifications

Over 10 years of experience managing programs and projects, demonstrating consistent delivery of outcomes.

Over 8 years of experience in roles requiring direct communication and collaboration with C-level customers and internal senior associates, ensuring alignment and effective stakeholder engagement.

10 years of experience acting on behalf of senior leadership during consequential or crisis situations, providing decision-making support and maintaining organizational stability.

Practical exposure to supporting or testing software technologies, including involvement in technology assessments, solution design, and program management related to software products.

Preferred Qualifications

Budget management experience is a plus

Experience working with employees and customers in countries outside the United States, especially India and European countries.

Strong written and oral communications skills

Strong problem-solving skills and experience

Why Cisco

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put - we power the future.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Message to applicants applying to work in the U.S. and / or Canada :

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and / or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees haveaccess (https : / / www.cisco.com / c / en / us / about / careers / we-are-cisco / benefits-and-perks.html) to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco's flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco's Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For 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 compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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.