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Senior Incident Analyst

Infrastructure and Cloud

Plano, Texas


Senior Incident Analyst

Imperva is seeking a collaborative and diligent person with a passion for infrastructure to join the incident response team as a senior incident analyst. The incident response team plays a key role in our commitment towards customer success, and works alongside our 24x7x365 Network Operations Center (NOC) to coordinate response, communication, and resource prioritization during service disruptions.

As the senior analyst you will be accountable for the quality of the incident response commanders’ service delivery. You will be interfacing directly with all infrastructure and cloud operations teams, as well as working extensively with our customer support and product development teams. Your key tasks will be guiding staff through after-action review, scrutinizing root cause analysis (RCA) documents, and driving improvements in work flows as well as software tools to improve quality and efficiency of the incident response team. The output of your work will have a direct impact on our customer satisfaction, as well visibility throughout the company to the executive level. As you're often working in high pressure situations with executives through to technicians, strong communication, matrix management and relationship management skills are essential.

Key responsibilities:

  • Oversight of the post-mortem/root-cause analysis (RCA) activities following event resolution
  • Perform first-level review of RCA documents and scrutinize to ensure accurate and appropriate communication is being sent to customers
  • Identify opportunities for, and drive strategic development and implementation of, incident response process improvements
  • Provide process, procedure, tools training to incident response commander staff members
  • Working with stakeholders across product, engineering, and operations teams across the company
  • Driving improvement of customer and internal stakeholder communications during service-affecting incidents
  • Assist staff with performing proactive analysis of trends to assist in eliminating recurring incidents
  • Ensuring that ownership teams are responding to and properly prioritizing follow-on remedial actions

Required Experience and Skills:

  • Bachelor’s degree in a program related to information technology/computer science, or equivalent experience.
  • At least 12 years experience within IT infrastructure operations (ITSM), especially within a service-provider (e.g. ISP, SaaS, IaaS) environment
  • At least 5 years experience as a project manager, operations manager, or incident response leader
  • Strong listening skills
  • Ability to communicate clearly and succinctly across technical and business organizations in both verbal and written formats in English
  • Experience with gathering, synthesizing, and prioritizing information from subject-matter experts
  • Ability to work in high-stress situations and keep incident responders calm and focused
  • Familiarity with complex distributed systems
  • Familiar with the OSI model, and ability to talk about ways to make a system more resilient to failure
  • Comfortable with both big-picture as well as technical minutiae within a multi-datacenter topology
  • Working knowledge of Linux operating systems, Juniper routing and switching platforms, system logging, BGP routing, and DNS protocols
  • ​Understanding of ITIL and Agile methodologies preferred

Our Company:

Imperva is the cybersecurity leader whose mission is to help organizations protect their data and all paths to it. Customers around the world trust Imperva to protect their applications, data and websites from cyber attacks. With an integrated approach combining edge, application security and data security, Imperva protects companies through all stages of their digital journey. Imperva Research Labs and our global intelligence community enable Imperva to stay ahead of the threat landscape and seamlessly integrate the latest security, privacy and compliance expertise into our solutions. Learn more on the Imperva website or company blog, and follow Imperva on LinkedIn and Twitter.


Benefits:

Imperva offers a competitive compensation package that includes base salary, medical, flexible time off and more. It’s an exciting time to work in cybersecurity. Learn about Imperva products and services at www.imperva.com and career opportunities at www.imperva.com/careers


Legal Notice:

Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.

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