Incident Commander

22 hours ago


Santa Clara California, United States Palo Alto Networks Full time
Job Description

Your Career

As a seasoned Incident Commander at Palo Alto Networks, you will spearhead the response and resolution efforts for critical customer operational issues, such as service disruptions and product-related challenges.

We are seeking individuals who can 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.

Your Impact
  • 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
  • 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

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