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 of 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

Your Experience

• Customer focus
• Experience in working with customers and stakeholders to get the right outcomes
• Ability to remain calm and focused under high pressure situations
• Customer centric attitude and focus on providing best-in-class service for customers and collaborators
• Leadership and communication skills
• 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(highly technical, less technical, executives, practitioners)
• Problem-solving and decision-making skills
• Experience in being able to quickly and accurately assess a situation, identify and prioritize risks, and make sound decisions
• Strong Technical skills
• Experience with Networking/Security Products
• 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)
• Any Relevant certifications is an advantage (PCNSE, PCNSA, CCIE, CCNP, Cloud AWS, GCP or Azure, etc)
• Systems and Metrics
• Familiarity with any systems like Salesforce, FireHydrant, JIRA, Blameless, PagerDuty, JIRA, Tableau and other AIOps, data-driven operations and workflows is a plus
• Ability to measure success metrics and SLO

Additional Information

The Team

The Incident Commanders are part of the Global Incident and Escalation Management team as part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions.

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

As Incident Commander, each team member will be at the vanguard of our dedication to cybersecurity. Addressing the most pressing situations for our customers, you will 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.

Driving continuous learnings and efficiency into the Incident Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $126000 - $204500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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  HR.

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.