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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

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

• BE/B.tech degree in Engineering or a related technical domain or equivalent military experience is desirable
• Possess 7+ years in customer facing functions in support, success, product, or service delivery roles
• Possess a minimum of 5 years' experience in handling significant incidents and escalations in a 24/7/365 environment
• 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
• Demonstrable experience with Windows OS, Linux OS, and macOS-based applications (Installation, Troubleshooting, Debugging)
• 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, SLO concepts and how to achieve them consistently.
• Exemplary leadership and communication capabilities, with the finesse to engage various stakeholders and remain poised under stress
• Solid problem assessment and decision-making skills
• The ideal Incident Commander has a mix and background of customer management and broad and deep technical skills related in Security, Network, Customer deployments

Additional Information

The Team

The Incident Commanders are part of the newly formed Cross geographical/global Incident Management team under the larger Incident and Escalation Management organization as part of Global Customer Support and Service teams covering Palo Alto offerings of cybersecurity platforms, solutions. 

Team is responsible for managing and coordinating response efforts during incidents and critical escalations; the Incident Commander role (IC) ensures focused leadership, effective coordination, and streamlined decision-making during incident and critical escalation management

If you like to have a piece of the action and get a rush to solve issues when the stakes are highest, like to collaborate and are excited to innovate in your approach as you drive operational predictability in the system at scale then this job is for you.

Our Commitment
We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t 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 [email protected].

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.