Lead IT Incident Commander - Major Incident Response

Brown & Brown; Daytona Beach (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Financial benefits

Mental health & wellness

Paid time off

Job summary

Brown & Brown is seeking a Technical Incident Commander to lead end-to-end management of major incidents from Daytona Beach, FL or Plano, TX. You will act as the command center during high-severity events, coordinating technical teams, stakeholders, and executives with clarity and calm.

The role drives real-time resolution, post-incident reviews, and continuous improvement of incident processes. A strong ITIL background and hands-on experience across infrastructure and cloud are essential for

Qualifications

• 5-8+ years of experience in IT Operations, Incident Management, or Site Reliability with direct ownership of major incident responses.
• Deep understanding of ITIL incident and problem management practices; ITIL certification preferred.
• Strong technical fluency across infrastructure, cloud, networking, and application layers.
• Exceptional written and verbal communication skills with experience crafting executive-level incident communications under time pressure.
• Experience building or maturing incident management programs, including tooling, process design, and training.

Responsibilities

• Lead the command and control of all Severity 1 and Severity 2 incidents, ensuring structured response, clear ownership, and rapid resolution across technical and business teams.
• Drive real-time coordination across resolver groups, engineering teams, and service owners during active incidents, maintaining momentum and removing blockers.
• Own stakeholder and executive communications during major incidents, providing timely, accurate updates throughout the incident lifecycle.
• Facilitate post-incident reviews and ensure high-quality root cause analysis, driving action items to completion to prevent recurrence.
• Define, maintain, and continuously improve incident management processes, playbooks, and escalation frameworks.
• Track and report on incident metrics including MTTR, MTTA, recurrence rates, and SLA adherence, using data to drive systemic improvements.
• Partner with Problem Management to ensure incidents with systemic patterns are transitioned into formal problem records and resolved at the root cause level.

Skills

Incident management

IT Operations

Site Reliability

Calm under pressure

ITIL practices

Executive communication

Observability tools

Influence

Data-driven

Cross-team collaboration

Education

ITIL certification

Tools

Dynatrace

Datadog

PagerDuty

Splunk

ServiceNow

Job description

Brown & Brown is seeking a Technical Incident Commander to lead end-to-end management of major incidents from Daytona Beach, FL or Plano, TX. You will act as the command center during high-severity events, coordinating technical teams, stakeholders, and executives with clarity and calm.

The role drives real-time resolution, post-incident reviews, and continuous improvement of incident processes. A strong ITIL background and hands-on experience across infrastructure and cloud are essential for