This role follows a hybrid work model, with in-office attendance expected once a week in the Mexico office.Avenida de los Insurgentes Sur 1602, Mosqueta 66, Crédito Constructor, Benito Juárez, 03940 Ciudad de México, CDMX, Mexico

Meet the Team

Cisco Thousand Eyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network - even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, Thousand Eyes enables IT teams to proactively detect, diagnose, and remediate issues - before they impact end- user experiences.

Thousand Eyes is deeply integrated within the Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

The Service Management team sits at the heart of Cisco Thousand Eyes engineering operations. Our mission is to ensure service availability for our engineers while owning the access and identity management processes and policies that keep our environment secure, compliant, and frictionless to use.

Your Impact

You will be an integral part of leading critical engineering initiatives—optimizing costs and transforming how the org operates through the orchestration, execution, and development of scripts and automations evolving and transitioning our toolset. Partnering closely with stakeholders to fully merge Service Management into engineering operations.

We’re evolving from “ticket takers” into builders—designing automations, integrations, and service lifecycle practices that optimize how tools are used and unlock efficiency across the broader organization. If you’re passionate about combining operations, engineering, and automation to scale impact far beyond a single team, this is the place to do it.

Minimum Qualifications

• 4+ years of experience in IT Service Management, IT Operations, or Service Delivery roles supporting SaaS or cloud-based products.
• Experience configuring and operating tools (e.g., Jira Service Management, Fresh service, Service Now), including workflows, queues, automations, and reporting.
• Practical coding experience with Python or Go, including building scripts or automations that interact with APIs, files, and/or data sources to streamline operational work.
• Experience enabling services in a public cloud environment (AWS, GCP, or Azure), including applying and implementing security standards.
• Proficiency in English (written and interpersonal skills)

Preferred Qualifications

• Experience in service enablement/onboarding for internal or external services, including defining requirements, integrating with existing tools, and supporting go-live and adoption.
• Familiarity with CI/CD concepts and tooling (e.g., GitHub Actions, Jenkins) and how Service Management processes integrate into software delivery workflows.
• Consistent track record of improving or re-designing operational processes through coding, automation, and integration.
• Ability to design scalable, end-to-end processes and automations that anticipate future growth while iterating quickly on Minimum Viable Product (MVP) solutions.
• Relevant cloud certification (e.g., AWS, GCP, or Azure).

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.

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.