Incident Commander

Company Description **Our Mission** At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are. **Our Approach to Work** We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together **Job Description**: **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 company's 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** - Possess a minimum of 5 years' experience in handling significant incidents and escalations in a 24/7/365 environment - Possess 7+ years in customer facing functions in support, success, product, or service delivery roles - 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 - 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, SL3O concepts and how to achieve them consistently - Exemplary leadership and communication capabilities, with the finesse to engage various stakeholders and remain pois