Principal Incident Commander

**What You'll Do:*** Lead and coordinate end-to-end incident response efforts for critical and high-severity incidents, ensuring timely detection, containment, eradication, and recovery* Serve as the primary Incident Commander during major incidents, making real-time decisions and managing incident workflows* Coordinate cross-functional teams including Security Operations, Engineering, Product, Customer Support, Sales, and Customer Success to ensure unified and efficient incident resolution* Partner with Legal/GCO teams to ensure incident management processes align with regulatory, compliance, and contractual obligations, including timely notification, documentation, and coordination on sensitive or escalated incidents* Communicate clearly and effectively with all stakeholders, including customers, executives, and internal teams, providing regular updates and managing expectations* Drive root cause analysis and forensic investigations to identify incident origins and prevent recurrence* Develop, maintain, and improve incident response processes, playbooks, and workflows to enhance organizational readiness and response capabilities* Mentor and train incident response team members and other stakeholders on best practices and incident management methodologies* Collaborate with threat intelligence and security teams to stay informed on emerging threats and incorporate intelligence into response strategies* Oversee escalation management for critical customer issues, ensuring VIP and high-priority cases receive appropriate attention and resolution* Drive initiatives to automate and streamline incident response processes and reporting**What You'll Bring:*** Ownership mentality with a focus on accountability, continuous improvement, and customer satisfaction* Deep understanding of IT infrastructure, networking, security principles, and incident response frameworks (e.g., SANS, NIST)**Belonging at Mimecast**Cybersecurity is a community effort. Thats why were committed to building an inclusive, diverse community that celebrates and welcomes everyone unless theyre a cybercriminal, of course.Were proud to be an Equal Opportunity and Affirmative Action Employer, and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic wont affect your application.If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.*Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.**It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.*are responsible for leading and coordinating the response to critical and high-impact technical incidents. This role requires strong communication skills, the ability to manage cross-functional initiatives and processes, and a strategic mindset to ensure rapid incident resolution while minimizing business impact and minimizing customer risk. The **Principal Incident Commander** is a senior role within Mimecast Global Supports Technical Customer Solutions team. They Lead post-incident reviews and lessons learned sessions to drive continuous improvement and knowledge sharing Proven experience (8+ years) in incident response management, technical support leadership or a related role in a complex IT or cybersecurity environment Exceptional verbal and written communication skills, with the ability to convey complex technical information clearly to both technical and non-technical audiences Demonstrated ability to lead and manage cross-functional teams and coordinate multiple stakeholders during high-pressure incidents Strong problem-solving and analytical skills, including experience with root cause analysis and forensic investigation techniques Ability to work effectively in a fast-paced, dynamic environment with competing priorities Experience mentoring and training technical teams and driving process improvements Experience with incident management tools and IT service management platforms (e.g., Zendesk, Jira) Familiarity with industry best practices and standards such as ITIL, CISSP, CISM, GIAC certifications (e.g., GCIH, GEIR) is highly desirable The base salary range for this position is $144,000?$216,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.#LI-ND1Experience working in a global, 24/7 support environment with follow-the-sun operational models

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