Incident Commander

Job Summary

As an Incident Commander you will be at the forefront of our commitment to cybersecurity leading the response to our customers most critical incidents. This role is central to maintaining our reputation as the partner of choice requiring proactive leadership technical expertise and seamless coordination across global teams. You will drive swift incident resolution ensure an exceptional customer experience and champion a culture of continuous improvement and operational excellence.

Key Responsibilities

• Serve as the Incident Commander (IC) providing leadership technical direction and clear communication to drive rapid decision-making during critical events.
• Oversee the end-to-end incident management lifecycle from initial response through to post-incident review and root cause analysis.
• Utilize a strong technical foundation to assess prioritize and manage incidents collaborating closely with technical support and engineering teams.
• Act as the primary point of contact for internal and external stakeholders ensuring clear and consistent communication throughout the incident lifecycle.
• Use data-driven insights to identify and advocate for process improvements enhancing operational efficiency and cross-team collaboration.
• Contribute to the design implementation and operation of the end-to-end incident management framework and tooling.
• Proactively collaborate and exchange information with other teams to accomplish shared objectives and prevent future incidents.

Qualifications :

Required Qualifications

• Bachelors degree in Engineering a related technical field or equivalent military/practical experience.
• 7-10 years of experience in customer-facing roles such as support customer success or service delivery.
• Minimum of 5 years of direct experience managing significant technical incidents and escalations in a 24/7/365 environment.
• Comprehensive knowledge of LAN/WAN technologies including routing switching and security principles.
• Demonstrated leadership and communication skills with the ability to engage diverse stakeholders and maintain composure under pressure.

Preferred Qualifications

• Direct experience with Palo Alto Networks products and solutions.
• Proficiency with public cloud platforms (AWS Azure GCP) microservices architecture and Infrastructure as Code (IaC).
• Experience with operational tools such as Salesforce JIRA PagerDuty and data visualization platforms like Tableau.
• Expertise in Remote Access VPN solutions including IPSEC PKI and SSL.

Additional Information :

The Team

Input by recruiter and audited by recruiting specialist

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