Our MissionAt 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 WorkWe 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!Your CareerAs 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
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
The TeamThe 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.Our CommitmentWe’re trailblazers that dream big, 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 [email protected] .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.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 $126,400/yr to $204,500/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here .Is role eligible for Immigration Sponsorship?: YesOur CommitmentWe’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 [email protected] .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.