Incident Commander - Network Security

About the position

The Incident Commander for Network Security at Palo Alto Networks plays a critical role in leading the response and resolution efforts for operational issues affecting customers. This position requires technical ownership and the ability to troubleshoot complex problems while coordinating with cross-functional teams to ensure swift remediation of incidents. The role emphasizes effective communication with customers and internal stakeholders, as well as proactive measures to prevent future issues.

Responsibilities

• 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
• 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
• Develop and execute strategies to contain and resolve operational issues promptly
• Collaborate with technical teams to implement fixes or workarounds
• 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
• 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 of the E2E Incident management lifecycle
• Drive SLA, SLO concepts with tracking fine-grained milestones and performance metrics
• Develop innovative tools helping in problem troubleshooting and resolution
• Build internal and external champions as you deliver on the outcomes that are key to the partnership with our customers and partners

Requirements

• Experience in working with customers and stakeholders to get the right outcomes
• Ability to remain calm and focused under high pressure situations
• 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
• Experience in being able to quickly and accurately assess a situation, identify and prioritize risks, and make sound decisions
• 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)
• Familiarity with systems like Salesforce, FireHydrant, JIRA, Blameless, PagerDuty, JIRA, Tableau and other AIOps, data-driven operations and workflows is a plus
• Any relevant certifications (PCNSE, PCNSA, CCIE, CCNP, Cloud AWS, GCP or Azure, etc.) is an advantage

Nice-to-haves

• Familiarity with systems like Salesforce, FireHydrant, JIRA, Blameless, PagerDuty, JIRA, Tableau and other AIOps, data-driven operations and workflows is a plus
• Any relevant certifications (PCNSE, PCNSA, CCIE, CCNP, Cloud AWS, GCP or Azure, etc.) is an advantage

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items
• Mental and financial health resources
• Personalized learning opportunities
• Restricted stock units and a bonus