Incident Commander – Network Security
| Company | Palo Alto Networks |
|---|---|
| Location | Santa Clara, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 7+ years of experience in network security, incident response, or a related technical field, demonstrating a strong track record of leadership and complex problem-solving.
- 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)
- Ability to measure success metrics and SLO
Responsibilities
- 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
- 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
- Develop and execute strategies to contain and resolve operational issues promptly
- Collaborate with technical teams to implement fixes or workarounds
- 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
- 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
- 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
Preferred Qualifications
- Familiarity with any systems like Salesforce, FireHydrant, JIRA, Blameless, PagerDuty, JIRA, Tableau and other AIOps, data-driven operations and workflows is a plus