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.

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 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 ass