Incident Commander

Found in: Resume Library US A2 - 1 week ago

Plano Texas, United States Palo Alto Networks Full time
Job Description

Your Career

As 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 LeadershipLead 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 ReportingEstablish 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 ResolutionDevelop and execute strategies to contain and resolve operational issues promptly

Collaborate with technical teams to implement fixes or workarounds 

Root Cause Analysis and Preventive MeasuresConduct 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 IdentificationMaintain 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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