Incident Commander

3 days ago

Bengaluru, Karnataka, India Palo Alto Networks Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Company DescriptionOur Mission
Who We AreJob DescriptionYour Impact
  • Coordinate and lead response initiatives for the company's most pivotal incidents and escalations that impact our customers
  • As the Incident Commander (IC), demonstrate adept leadership, seamless coordination with global team, 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
QualificationsYour Experience
  • degree in Engineering or a related technical domain or equivalent military experience is desirable
  • Possess 7 to 10 years in customer facing functions in support, success, product, or service delivery roles
  • Possess 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
  • The ideal Incident Commander has a mix and background of customer management and broad and deep technical skills related in Security, Network, Customer deployments
Additional InformationThe TeamOur Commitment

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