Incident Commander - Network Security

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 for our Network Security products, you will take on the crucial role of spearheading the response and resolution efforts for critical customer operational issues, such as service disruptions and various product-related challenges.

We are on the hunt for individuals who are ready to assume technical responsibility and demonstrate a drive to tackle complex problems, conduct thorough troubleshooting, and effectively triage incidents. Your role will involve direct, hands-on engagement with products like NextGen Firewall, SD-WAN, and Prisma Access solutions. Your expertise will be pivotal in swiftly addressing and rectifying situations within customer environments across the globe.

We are looking for leaders who can take technical ownership, someone who is driven to solve complex problems, troubleshoot and triage incidents. You will be working hands-on with products like NextGen Firewall, SD-WAN, Prisma Access solutions and helping quickly remediate  situations in customer environments worldwide.  

Your Impact

• Incident Response Leadership
  • 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
• Communication and Reporting
  • 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
• Containment and Resolution
  • Develop and execute strategies to contain and resolve operational issues promptly
  • Collaborate with technical teams to implement fixes or workarounds 
• Root Cause Analysis and Preventive Measures
  • 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
• Documentation, Post-Incident Analysis and Proactive Issue Identification
  • 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 the E2E Incident management lifecycle
• Solving  the most critical issues impacting our customers
• Leverage your robust technical foundation to assess, prioritize, remedy, resolve issues
• Drive SLA, SLO concepts with tracking fine grained milestones and performance metrics
• Develop innovative tools helping in problem troubleshooting and resolution
• Delve into incident solutions, conceptualize and evaluate theories, and pinpoint underlying causes and drive continuous learning and improvement
• Build internal and external champions as you deliver on the outcomes that are key to the partnership with our customers and partners

Qualifications

Your Experience

• Customer focus
  • Experience in working with custom