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As an Incident Commander for our Network Security products at Palo Alto Networks, you will play a pivotal role in leading the response and resolution efforts for critical operational issues affecting our customers. This position requires a proactive approach to managing service disruptions and product-related challenges, ensuring that our customers receive the highest level of support during incidents. You will be directly engaged with our advanced products, including NextGen Firewall, SD-WAN, and Prisma Access solutions, and your technical expertise will be essential in swiftly addressing and resolving issues within customer environments globally. In this role, you will lead and coordinate a cross-functional technical response team, acting as the primary point of contact for critical customer issues. Your responsibilities will include establishing clear communication channels with customers and internal stakeholders, preparing and delivering updates and incident reports, and ensuring compliance with service-level agreements (SLAs). You will develop and execute strategies to contain and resolve operational issues promptly, collaborating with technical teams to implement fixes or workarounds. Additionally, you will conduct root cause analyses to identify underlying issues and collaborate with product development and quality assurance teams to implement preventive measures. Your role will also involve maintaining detailed records of operational issues, conducting post-incident analyses to enhance processes, and proactively identifying potential customer issues to prevent escalation. You will be expected to design, build, and operate key parts of the end-to-end incident management lifecycle, leveraging your technical foundation to assess, prioritize, and resolve issues effectively. This position demands strong leadership and communication skills, as you will be required to lead a team of cross-functional professionals and communicate complex topics clearly to various audiences. Your customer-centric attitude and ability to remain calm under pressure will be crucial in providing best-in-class service and ensuring customer satisfaction. You will also have the opportunity to drive continuous learning and improvement within the incident management and product lifecycle, solidifying our reputation as a trusted cybersecurity partner.
