Incident Commander

Your Career

As an Incident Commander you will be at the vanguard of our dedication to cybersecurity. Addressing the most pressing incidents for our customers you hold a central position in solidifying our reputation as the go-to cybersecurity partner. This role demands proactivity efficiency an unwavering dedication to constant refinement and a passion for customer satisfaction.

Your primary responsibility will be to proactively stave off incidents & escalations. Should these incidents or escalations arise you will be expected to respond without delay ensure swift resolution surpass customer expectations and champion an environment of continuous growth and refinement.

You will be tasked with constructing systems that have a cross-geographical reach ensuring smooth operation from pilot phase right through to full-scale production. At all times the aim should be to provide an unmatched customer experience underpinned by consistency pivotal metrics and a systematic approach.

Leadership and ownership of your domain will be crucial. We anticipate you to tackle challenges at every turn. Our culture is built on collaboration and seamless execution. Your role will be indispensable in elevating executive communication and fostering teamwork to achieve our collective objectives.

Your Impact

• Coordinate and lead response initiatives for the companys most pivotal incidents and escalations that impact our customers
• As the Incident Commander (IC) demonstrate adept leadership seamless coordination with global team and technical prowess promoting quick decision-making and enabling communication across diverse teams
• Leverage your robust technical foundation to assess prioritize and oversee incidents effectively - Collaborate intimately with premier technical teams appropriate for each severity level
• Engage and liaise with both internal and external stakeholders spanning various teams proficiently
• Harness data to champion refinements in processes fostering collaboration and growth across teams
• Manage the comprehensive incident progression working closely with support engineering and field teams from the initial response to retrospective analysis
• Delve into incident solutions conceptualize and evaluate theories and pinpoint underlying causes
• Design build operate key parts the E2E Incident management lifecycle

Qualifications :

Your Experience 

• BE/ degree in Engineering or a related technical domain or equivalent military experience is desirable
• Possess 7 to 10 years in customer facing functions in support success product or service delivery roles
• Possess a minimum of 5 years experience in handling significant incidents and escalations in a 24/7/365 environment
• Comprehensive knowledge of LAN/WAN technologies encompassing general routing/switching/security for both branch and data center architectures
• Expertise in Remote Access VPN solutions including IPSEC PKI & SSL
• Familiarity with Palo Alto Networks products is highly advantageous
• Proficiency in Public Cloud Microservices Infrastructure as Code and expansive metrics and monitoring systems
• Demonstrable experience with Windows OS Linux OS and macOS-based applications (Installation Troubleshooting Debugging)
• Adeptness in providing architectural insights emphasizing fault tolerance and stability
• An inclination towards a tools-first approach prioritizing process efficiency and consistency
• Familiarity with systems like Salesforce FireHydrant JIRA Blameless PagerDuty Tableau and other AI/data-driven operations and workflow automation platforms
• Understanding of SLA SLO concepts and how to achieve them consistently.
• Exemplary leadership and communication capabilities with the finesse to engage various stakeholders and remain poised under stress
• Solid problem assessment and decision-making skills
• The ideal Incident Commander has a mix and background of customer management and broad and deep technical skills related in Security Network Customer deployments

Additional Information :

The Team

The Incident Commanders are part of the newly formed Cross geographical/global Incident Management team under the larger Incident and Escalation Management organization as part of Global Customer Support and Service teams covering Palo Alto offerings of cybersecurity platforms solutions. 

Team is responsible for managing and coordinating response efforts during incidents and critical escalations; the Incident Commander role (IC) ensures focused leadership effective coordination and streamlined decision-making during incident and critical escalation management

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.