Incident Commander

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!

Job Summary

As an Incident Commander, you will be at the forefront of our commitment to cybersecurity, leading the response to our customers' most critical incidents. This role is central to maintaining our reputation as the partner of choice, requiring proactive leadership, technical expertise, and seamless coordination across global teams. You will drive swift incident resolution, ensure an exceptional customer experience, and champion a culture of continuous improvement and operational excellence.

Key Responsibilities

• Serve as the Incident Commander (IC), providing leadership, technical direction, and clear communication to drive rapid decision-making during critical events.
• Oversee the end-to-end incident management lifecycle, from initial response through to post-incident review and root cause analysis.
• Utilize a strong technical foundation to assess, prioritize, and manage incidents, collaborating closely with technical support and engineering teams.
• Act as the primary point of contact for internal and external stakeholders, ensuring clear and consistent communication throughout the incident lifecycle.
• Use data-driven insights to identify and advocate for process improvements, enhancing operational efficiency and cross-team collaboration.
• Contribute to the design, implementation, and operation of the end-to-end incident management framework and tooling.
• Proactively collaborate and exchange information with other teams to accomplish shared objectives and prevent future incidents.

• Bachelor's degree in Engineering, a related technical field, or equivalent military/practical experience.
• 7-10 years of experience in customer-facing roles such as support, customer success, or service delivery.
• Minimum of 5 years of direct experience managing significant technical incidents and escalations in a 24/7/365 environment.
• Comprehensive knowledge of LAN/WAN technologies, including routing, switching, and security principles.
• Demonstrated leadership and communication skills with the ability to engage diverse stakeholders and maintain composure under pressure.

• Direct experience with Palo Alto Networks products and solutions.
• Proficiency with public cloud platforms (AWS, Azure, GCP), microservices architecture, and Infrastructure as Code (IaC).
• Experience with operational tools such as Salesforce, JIRA, PagerDuty, and data visualization platforms like Tableau.
• Expertise in Remote Access VPN solutions, including IPSEC, PKI, and SSL.