Incident Commander - Network Security
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About The Position
As an Incident Commander for our Network Security products at Palo Alto Networks, you will play a pivotal role in leading the response and resolution efforts for critical operational issues affecting our customers. This position is essential for managing service disruptions and addressing various product-related challenges. You will be responsible for taking technical ownership of incidents, demonstrating a proactive approach to problem-solving, and conducting thorough troubleshooting to ensure swift resolution of issues. Your hands-on engagement with products such as NextGen Firewall, SD-WAN, and Prisma Access will be crucial in rectifying situations within customer environments globally. In this role, you will lead and coordinate a cross-functional technical response team, serving as the primary point of contact for critical customer issues. You will establish and maintain clear communication channels with customers and internal stakeholders, ensuring compliance with service-level agreements (SLAs) and customer communication expectations. Your responsibilities will include developing and executing strategies to contain and resolve operational issues promptly, collaborating with technical teams to implement fixes or workarounds, and conducting root cause analysis to identify underlying reasons for incidents. Additionally, you will maintain detailed records of operational issues, actions taken, and resolutions applied, conducting post-incident analysis to enhance operational processes and prevent recurring problems. Your role will also involve proactively identifying and assessing potential customer issues to prevent escalation into critical problems. You will design, build, and operate key parts of the end-to-end incident management lifecycle, leveraging your technical foundation to assess, prioritize, and resolve issues effectively. This position demands a commitment to continuous learning and improvement, as well as the ability to drive SLA and SLO concepts with tracking fine-grained milestones and performance metrics.
