Palo Alto Networks
Our Mission
At 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 challenge the status quo and seek innovators who are committed to shaping the future of cybersecurity.
Who We Are
We protect our customers and value the unique ideas of every team member. Our values are lived daily through disruptive innovation, collaboration, execution, integrity, and inclusion. We offer flexible development and wellbeing programs, including FLEXBenefits and personalized learning opportunities. We encourage in-person collaboration with flexibility where needed to foster problem-solving and trusted relationships.
Job Description
Your Career
As an Incident Commander for our Network Security products, you will lead response and resolution efforts for critical customer operational issues, such as service disruptions and product-related challenges. You will take technical ownership, tackle complex problems through thorough troubleshooting and effective incident triage, and engage hands-on with products like NextGen Firewall, SD-WAN, and Prisma Access solutions to remediate situations in customer environments worldwide.
Your Impact
Lead and coordinate a cross-functional technical 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 customers and Product/GTM teams
Communication and Reporting: establish clear channels with customers and internal stakeholders; prepare and deliver incident updates and reports; ensure SLA and customer communication expectations are met
Containment and Resolution: develop and execute strategies to promptly contain and resolve operational issues; collaborate with technical teams to implement fixes or workarounds
Root Cause Analysis and Preventive Measures: conduct root cause analysis and collaborate with product development and QA to implement preventative actions
Documentation, Post-Incident Analysis and Proactive Issue Identification: maintain detailed records, conduct post-incident analysis to improve processes, proactively identify potential issues to prevent escalation, and design end-to-end incident management lifecycle improvements
Solving critical customer issues: assess, prioritize, remedy, and resolve; drive SLA/SLO tracking with milestones and metrics; develop tools for troubleshooting; drive continuous learning and improvement; build internal and external champions to strengthen customer partnerships
Qualifications
7+ years of experience in network security, incident response, or related technical field with demonstrated leadership and complex problem-solving
Customer focus: experience working with customers and stakeholders to achieve outcomes; ability to stay calm under pressure; customer-centric service mindset
Leadership and communication: experience leading cross-functional teams; ability to communicate complex topics clearly to diverse audiences; strong decision-making and prioritization skills
Strong technical skills: networking/security product experience; knowledge of LAN/WAN, routing/switching, security for branch and data center; VPN (IPSec/SSL); Windows/Linux/macOS applications; relevant certifications (e.g., PCNSE, PCNSA, CCIE, CCNP, AWS/GCP/Azure) is a plus
Systems and metrics: familiarity with Salesforce, FireHydrant, JIRA, Blameless, PagerDuty, Tableau, AIOps, and data-driven workflows; ability to measure success metrics and SLOs
Additional Information
The Team:
Incident Commanders are part of the Global Incident and Escalation Management team within Global Customer Support and Service, supporting Palo Alto offerings. The role provides focused technical leadership, coordination, and decision-making during incidents and escalations.
Compensation Disclosure:
Compensation depends on qualifications, experience, and location. Offered base salary ranges and potential stock/bonus details are provided with offers.
Our Commitment:
We are committed to equal opportunity and providing accommodations for qualified individuals with disabilities. If you require assistance, contact accommodations@paloaltonetworks.com. All qualified applicants will be considered without regard to protected characteristics.
Equal Opportunity
All information will be kept confidential according to EEO guidelines.
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Lead and coordinate a cross-functional technical 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 customers and Product/GTM teams
Communication and Reporting: establish clear channels with customers and internal stakeholders; prepare and deliver incident updates and reports; ensure SLA and customer communication expectations are met
Containment and Resolution: develop and execute strategies to promptly contain and resolve operational issues; collaborate with technical teams to implement fixes or workarounds
Root Cause Analysis and Preventive Measures: conduct root cause analysis and collaborate with product development and QA to implement preventative actions
Documentation, Post-Incident Analysis and Proactive Issue Identification: maintain detailed records, conduct post-incident analysis to improve processes, proactively identify potential issues to prevent escalation, and design end-to-end incident management lifecycle improvements
Solving critical customer issues: assess, prioritize, remedy, and resolve; drive SLA/SLO tracking with milestones and metrics; develop tools for troubleshooting; drive continuous learning and improvement; build internal and external champions to strengthen customer partnerships
Qualifications
7+ years of experience in network security, incident response, or related technical field with demonstrated leadership and complex problem-solving
Customer focus: experience working with customers and stakeholders to achieve outcomes; ability to stay calm under pressure; customer-centric service mindset
Leadership and communication: experience leading cross-functional teams; ability to communicate complex topics clearly to diverse audiences; strong decision-making and prioritization skills
Strong technical skills: networking/security product experience; knowledge of LAN/WAN, routing/switching, security for branch and data center; VPN (IPSec/SSL); Windows/Linux/macOS applications; relevant certifications (e.g., PCNSE, PCNSA, CCIE, CCNP, AWS/GCP/Azure) is a plus
Systems and metrics: familiarity with Salesforce, FireHydrant, JIRA, Blameless, PagerDuty, Tableau, AIOps, and data-driven workflows; ability to measure success metrics and SLOs
Additional Information
The Team:
Incident Commanders are part of the Global Incident and Escalation Management team within Global Customer Support and Service, supporting Palo Alto offerings. The role provides focused technical leadership, coordination, and decision-making during incidents and escalations.
Compensation Disclosure:
Compensation depends on qualifications, experience, and location. Offered base salary ranges and potential stock/bonus details are provided with offers.
Our Commitment:
We are committed to equal opportunity and providing accommodations for qualified individuals with disabilities. If you require assistance, contact accommodations@paloaltonetworks.com. All qualified applicants will be considered without regard to protected characteristics.
Equal Opportunity
All information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr