Director, XC Incident and Problem Management

F5 Networks • Seattle, WA

2d

About The Position

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. Position Summary The Director of Incident Management will lead the global Incident Management function within F5’s Distributed Cloud (XC) business. This role is responsible for overseeing the lifecycle of major incidents impacting F5 XC services, ensuring rapid resolution, minimal business disruption, and continuous improvement of incident response processes. The Director will establish and maintain a robust incident management framework, drive operational excellence, and foster a culture of resilience across the organization. Key Responsibilities Strategic Leadership Define and execute the vision and strategy for Incident Management aligned with F5 XC business objectives. Develop and maintain policies, standards, and procedures for incident response and escalation. Partner with senior leadership to ensure incident management supports customer trust and service reliability. Incident Response Oversight Lead the response to major incidents, coordinating cross-functional teams including engineering, operations, security, and support. Serve as the executive escalation point during critical events, ensuring timely communication and resolution. Implement best practices for incident detection, triage, containment, and recovery via an incident base runbook for various possible categories of incidents. Continuous Improvement Conduct post-incident reviews and root cause analyses; ensure lessons learned are documented and acted upon. Drive automation and tooling improvements to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR). Monitor incident trends and proactively identify areas for risk mitigation. Stakeholder Communication Maintain transparent, timely communication with internal stakeholders, customers, and executive leadership during and after incidents. Oversee the development of incident status reports and executive summaries. Team Leadership Build and lead a high-performing Incident Management team, fostering collaboration and professional growth. Establish clear roles and responsibilities within the incident management process. Compliance & Governance Ensure adherence to regulatory requirements and industry standards (ISO 27001, SOC 2, etc.). Collaborate with Security Incident Response Team (SIRT) and Risk Management to align processes. Why Join F5 XC? F5 Distributed Cloud Services enable customers to deploy, secure, and operate applications across multi-cloud and edge environments. As Director of Incident Management, you will play a critical role in safeguarding customer trust and ensuring service reliability in a rapidly evolving cloud-native ecosystem. LI-KT1 The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field; advanced degree preferred.
• Experience: 10+ years in IT operations, security, or incident management roles, with at least 5 years in leadership.
• Proven experience managing major incidents in cloud-native or distributed environments.
• Skills: Deep understanding of SaaS, multi-cloud architectures, and cybersecurity principles.
• Strong leadership, decision-making under pressure, and communication skills.
• Familiarity with ITIL, ISO/IEC 27035, and incident management frameworks.

Nice To Haves

• Certifications: ITIL Expert, CISM, or equivalent preferred.
• Key Competencies Strategic thinking and operational excellence.
• Ability to lead under pressure and maintain composure during crises.
• Strong stakeholder management and executive communication skills.
• Commitment to continuous improvement and innovation.

Responsibilities

• Define and execute the vision and strategy for Incident Management aligned with F5 XC business objectives.
• Develop and maintain policies, standards, and procedures for incident response and escalation.
• Partner with senior leadership to ensure incident management supports customer trust and service reliability.
• Lead the response to major incidents, coordinating cross-functional teams including engineering, operations, security, and support.
• Serve as the executive escalation point during critical events, ensuring timely communication and resolution.
• Implement best practices for incident detection, triage, containment, and recovery via an incident base runbook for various possible categories of incidents.
• Conduct post-incident reviews and root cause analyses; ensure lessons learned are documented and acted upon.
• Drive automation and tooling improvements to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Monitor incident trends and proactively identify areas for risk mitigation.
• Maintain transparent, timely communication with internal stakeholders, customers, and executive leadership during and after incidents.
• Oversee the development of incident status reports and executive summaries.
• Build and lead a high-performing Incident Management team, fostering collaboration and professional growth.
• Establish clear roles and responsibilities within the incident management process.
• Ensure adherence to regulatory requirements and industry standards (ISO 27001, SOC 2, etc.).
• Collaborate with Security Incident Response Team (SIRT) and Risk Management to align processes.

Benefits

• You may also be offered incentive compensation, bonus, restricted stock units, and benefits.
• More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits .
• F5 reserves the right to change or terminate any benefit plan without notice.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees