Senior Incident Command Leader - IT Resilience & Response

001 Brown & Brown, Inc; Daytona Beach (FL); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health benefits

401k

Student loan assistance

Tuition reimbursement

Mental health support

Paid time off

Holidays

Preferred partner discounts

Job summary

Brown & Brown, Inc. seeks a Technical Incident Commander to lead end-to-end major incident management, coordinating across engineering, infrastructure, and business teams from the Daytona Beach, FL or Plano, TX locations.

You will drive real-time incident response, own executive communications, and guide post-incident reviews while maturing our incident management programs and tooling.

Qualifications

• 5–8+ years of experience in IT Operations or Incident Management with direct ownership of major incident responses.
• Demonstrated ability to lead high-pressure, ambiguous situations with calm, decisiveness, and structured thinking.
• Deep understanding of ITIL incident and problem management practices; ITIL certification preferred.
• Strong technical fluency across infrastructure, cloud, networking, and application layers sufficient to facilitate and challenge technical teams during incidents.
• 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.
• Familiarity with observability and monitoring tooling (e.g., Dynatrace, Datadog, PagerDuty, Splunk, ServiceNow) and how they support incident detection and response.
• Ability to influence without authority across engineering, operations, and business stakeholder groups.
• Data-driven approach to identifying patterns, prioritizing improvements, and measuring the impact of operational changes.

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 eliminating blockers.
• Own stakeholder and executive communications during major incidents, providing timely, accurate, and audience-appropriate 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.
• Champion a culture of blameless incident response and continuous learning across all technology teams.
• Mentor and develop incident management capabilities across the broader operations team, building organizational resilience and response maturity.
• Collaborate with Engineering, Infrastructure, and Application teams to ensure services are designed with operational supportability and recovery in mind.

Skills

Incident management

IT Operations

SRE / Site Reliability

Executive communications

Root cause analysis

ITIL

Cross-functional leadership

Observability tooling

Problem management

Mentoring team

Education

ITIL certification

Tools

Dynatrace

Datadog

PagerDuty

Splunk

ServiceNow

Job description

Brown & Brown, Inc. seeks a Technical Incident Commander to lead end-to-end major incident management, coordinating across engineering, infrastructure, and business teams from the Daytona Beach, FL or Plano, TX locations.

You will drive real-time incident response, own executive communications, and guide post-incident reviews while maturing our incident management programs and tooling.