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!

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

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
• 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, SL3O 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
• A BS/MS degree in Engineering or a related technical domain is desirable or equivalent military experience required
• The ideal Incident Commander has a mix and background of customer management and broad and deep technical skills related in Security, Network, Customer deployments, Systems

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 accommodations@paloaltonetworks.com.

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.