Incident Commander - Network Security
Incident Commander - Network Security
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1 Vacancy
Job Description
Your Career
As an Incident Commander for our Network Security products you will take on the crucial role of spearheading the response and resolution efforts for critical customer operational issues such as service disruptions and various product-related challenges.
We are on the hunt for individuals who are ready to assume technical responsibility and demonstrate a drive to tackle complex problems conduct thorough troubleshooting and effectively triage incidents. Your role will involve direct hands-on engagement with products like NextGen Firewall SD-WAN and Prisma Access solutions. Your expertise will be pivotal in swiftly addressing and rectifying situations within customer environments across the globe.
We are looking for leaders who can take technical ownership someone who is driven to solve complex problems troubleshoot and triage incidents. You will be working hands-on with products like NextGen Firewall SD-WAN Prisma Access solutions and helping quickly remediate situations in customer environments worldwide.
Your Impact
Incident Response Leadership
Lead and coordinate a technical cross-functional response team to determine root cause and remediate issues as quickly as possible
Serve as the primary point of contact for critical customer issues with our customers and Product and GTM teams
Communication and Reporting
Establish and maintain clear communication channels with customers and internal stakeholders.
Prepare and deliver updates and incident reports to relevant parties
Ensure compliance with service-level agreements (SLAs) and customer communication expectations
Containment and Resolution
Develop and execute strategies to contain and resolve operational issues promptly
Collaborate with technical teams to implement fixes or workarounds
Root Cause Analysis and Preventive Measures
Conduct root cause analysis to identify the underlying reasons and corrective actions
Collaborate with product development and quality assurance teams to implement preventative measures to avoid future incidents
Documentation Post-Incident Analysis and Proactive Issue Identification
Maintain detailed records of operational issues actions taken and resolutions applied
Conduct post-incident analysis to enhance operational processes and prevent recurring problems
Proactively identify and assess potential customer issues to prevent them from escalating into critical problems for our customers
Design build operate key parts the E2E Incident management lifecycle
Solving the most critical issues impacting our customers
Leverage your robust technical foundation to assess prioritize remedy resolve issues
Drive SLA SLO concepts with tracking fine grained milestones and performance metrics
Develop innovative tools helping in problem troubleshooting and resolution
Delve into incident solutions conceptualize and evaluate theories and pinpoint underlying causes and drive continuous learning and improvement
Build internal and external champions as you deliver on the outcomes that are key to the partnership with our customers and partners
Qualifications :
Your Experience
- 7 years of experience in network security incident response or a related technical field demonstrating a strong track record of leadership and complex problem-solving.
Customer focus
Experience in working with customers and stakeholders to get the right outcomes
Ability to remain calm and focused under high pressure situations
Customer centric attitude and focus on providing best-in-class service for customers and collaborators
Leadership and communication skills
Experience in being able to effectively lead a team of cross functional professionals
Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical less technical executives practitioners)
Problem-solving and decision-making skills
Experience in being able to quickly and accurately assess a situation identify and prioritize risks and make sound decisions
Strong Technical skills
Experience with Networking/Security Products
Comprehensive knowledge of LAN/WAN technologies encompassing general routing/switching/security for both branch and data center architectures
Experience with VPN (IPSec SSL tunnels) technologies
Experience with Windows OS/Linux OS/macOS-based applications (Installation Troubleshooting Debugging)
Any Relevant certifications is an advantage (PCNSE PCNSA CCIE CCNP Cloud AWS GCP or Azure etc)
Systems and Metrics
Familiarity with any systems like Salesforce FireHydrant JIRA Blameless PagerDuty JIRA Tableau and other AIOps data-driven operations and workflows is a plus
Ability to measure success metrics and SLO
Additional Information :
The Team
The Incident Commanders are part of the Global Incident and Escalation Management team as part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions.
Team is responsible for leading response efforts during incidents and critical escalations; the Incident Commander role (IC) ensures focused technical leadership effective coordination and communication and streamlined decision-making during incident and critical escalation management.
As Incident Commander each team member will be at the vanguard of our dedication to cybersecurity. Addressing the most pressing situations for our customers you will 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.
Driving continuous learnings and efficiency into the Incident Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.
Compensation Disclosure
The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $0 - $0/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
