Incident Commander - Network Security

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 possibleServe as the primary point of contact for critical customer issues with our customers and Product and GTM teamsCommunication and ReportingEstablish and maintain clear communication channels with customers and internal stakeholdersPrepare and deliver updates and incident reports to relevant partiesEnsure compliance with service-level agreements (SLAs) and customer communication expectationsContainment and Resolution Develop and execute strategies to contain and resolve operational issues promptlyCollaborate with technical teams to implement fixes or workaroundsRoot Cause Analysis and Preventive Measures Conduct root cause analysis to identify the underlying reasons and corrective actionsCollaborate with product development and quality assurance teams to implement preventative measures to avoid future incidentsDocumentation, Post-Incident Analysis and Proactive Issue Identification Maintain detailed records of operational issues, actions taken, and resolutions appliedConduct post-incident analysis to enhance operational processes and prevent recurring problemsProactively identify and assess potential customer issues to prevent them from escalating into critical problems for our customersDesign, build, operate key parts the E2E Incident management lifecycleSolving the most critical issues impacting our customers Leverage your robust technical foundation to assess, prioritize, remedy, resolve issuesDrive SLA, SLO concepts with tracking fine grained milestones and performance metricsDevelop innovative tools helping in problem troubleshooting and resolutionDelve into incident solutions, conceptualize and evaluate theories, and pinpoint underlying causes and drive continuous learning and improvementBuild internal and external champions as you deliver on the outcomes that are key to the partnership with our customers and partners