Incident Response Specialist

Job Summary

We are seeking a skilled and experienced Incident Commander to join our team. As an Incident Commander, you will play a critical role in managing and coordinating response efforts during incidents and critical escalations.

About the Role

This is a key position within our organization, responsible for ensuring focused leadership, effective coordination, and streamlined decision-making during incident and critical escalation management.

Key Responsibilities

• ">
• Coordinate and lead response initiatives for the company's most pivotal incidents and escalations that impact our customers">
• Demonstrate adept leadership, seamless coordination with global teams, and technical prowess, promoting quick decision-making and enabling communication across diverse teams">
• Leverage your robust technical foundation to assess, prioritize, and oversee incidents effectively - Collaborate intimately with premier technical teams appropriate for each severity level">
• Engage and liaise with both internal and external stakeholders spanning various teams proficiently">
• Harness data to champion refinements in processes, fostering collaboration and growth across teams">
• Manage the comprehensive incident progression, working closely with support, engineering, and field teams from the initial response to retrospective analysis">
• Delve into incident solutions, conceptualize and evaluate theories, and pinpoint underlying causes">
• Design, build, operate key parts the E2E Incident management lifecycle">

Qualifications

To be successful in this role, you will need:

• ">
• A degree in Engineering or a related technical domain or equivalent military experience">
• 7-10 years of experience in customer-facing functions in support, success, product, or service delivery roles">
• A minimum of 5 years' experience in handling significant incidents and escalations in a 24/7/365 environment">
• Comprehensive knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures">
• Expertise in Remote Access VPN solutions, including IPSEC, PKI & SSL">
• Familiarity with Palo Alto Networks products is highly advantageous">
• Proficiency in Public Cloud, Microservices, Infrastructure as Code, and expansive metrics and monitoring systems">
• Demonstrable experience with Windows OS, Linux OS, and macOS-based applications (Installation, Troubleshooting, Debugging)">
• Adeptness in providing architectural insights emphasizing fault tolerance and stability">
• An inclination towards a 'tools-first' approach, prioritizing process efficiency and consistency">
• Familiarity with systems like Salesforce, FireHydrant, JIRA, Blameless, PagerDuty, Tableau, and other AI/data-driven operations and workflow automation platforms">
• Understanding of SLA, SLO concepts and how to achieve them consistently">
• Exemplary leadership and communication capabilities, with the finesse to engage various stakeholders and remain poised under stress">
• Solid problem assessment and decision-making skills">

Benefits

As a member of our team, you will have access to a range of benefits, including:

• ">
• Ongoing learning and professional development opportunities">
• A comprehensive wellbeing program, designed to support your physical and mental health">
• A collaborative and dynamic work environment, with opportunities to grow and develop your skills">

Other Information

This is a challenging and rewarding role, offering the opportunity to make a real difference in the lives of our customers. If you are a motivated and experienced individual, who is passionate about delivering exceptional results, we would love to hear from you.