Incident Commander

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary Job Summary As an Incident Commander, you will be at the forefront of our commitment to cybersecurity, leading the response to our customers' most critical incidents. This role is central to maintaining our reputation as the partner of choice, requiring proactive leadership, technical expertise, and seamless coordination across global teams. You will drive swift incident resolution, ensure an exceptional customer experience, and champion a culture of continuous improvement and operational excellence. Key Responsibilities Serve as the Incident Commander (IC), providing leadership, technical direction, and clear communication to drive rapid decision-making during critical events. Oversee the end-to-end incident management lifecycle, from initial response through to post-incident review and root cause analysis. Utilize a strong technical foundation to assess, prioritize, and manage incidents, collaborating closely with technical support and engineering teams. Act as the primary point of contact for internal and external stakeholders, ensuring clear and consistent communication throughout the incident lifecycle. Use data-driven insights to identify and advocate for process improvements, enhancing operational efficiency and cross-team collaboration. Contribute to the design, implementation, and operation of the end-to-end incident management framework and tooling. Proactively collaborate and exchange information with other teams to accomplish shared objectives and prevent future incidents.

Qualifications Required Qualifications Bachelor's degree in Engineering, a related technical field, or equivalent military/practical experience. 7-10 years of experience in customer-facing roles such as support, customer success, or service delivery. Minimum of 5 years of direct experience managing significant technical incidents and escalations in a 24/7/365 environment. Comprehensive knowledge of LAN/WAN technologies, including routing, switching, and security principles. Demonstrated leadership and communication skills with the ability to engage diverse stakeholders and maintain composure under pressure. Preferred Qualifications Direct experience with Palo Alto Networks products and solutions. Proficiency with public cloud platforms (AWS, Azure, GCP), microservices architecture, and Infrastructure as Code (IaC). Experience with operational tools such as Salesforce, JIRA, PagerDuty, and data visualization platforms like Tableau. Expertise in Remote Access VPN solutions, including IPSEC, PKI, and SSL.

Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.