Senior Technical Incident Commander – Incident Response Lead

Brown & Brown; Plano (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health benefits

401k

Tuition reimbursement

Paid time off

Job summary

Brown & Brown is seeking a Technical Incident Commander to lead the end-to-end management of major incidents across the enterprise, serving as the command center during high-severity events. You will coordinate technical teams, stakeholders, and executives to contain and resolve incidents with minimal business impact.

The role requires 5–8+ years in IT Operations or Incident Management, strong communication, and ITIL expertise.

Qualifications

• 5+–8+ years of experience in IT Operations, Incident Management, or Site Reliability 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.

Responsibilities

• Lead the command and control of Severity 1 and 2 incidents with structured response and ownership.
• Coordinate real-time across resolver groups, engineering teams, and service owners during active incidents.
• Own stakeholder and executive communications with timely, accurate updates during the incident lifecycle.
• Facilitate post-incident reviews and drive root-cause analysis to prevent recurrence.
• Define and improve incident management processes, playbooks, and escalation frameworks.
• Report on MTTR, MTTA, recurrence, and SLA adherence to drive improvements.
• Collaborate with Problem Management to transition systemic incidents to formal root-cause resolution.
• Foster blameless incident response and continuous learning across technology teams.
• Mentor incident management capabilities across the operations team.

Skills

Incident Management

IT Operations

Communication

Leadership

System thinking

Problem Management

Education

ITIL Certification

Tools

Dynatrace

Datadog

PagerDuty

Splunk

ServiceNow

Job description

Brown & Brown is seeking a Technical Incident Commander to lead the end-to-end management of major incidents across the enterprise, serving as the command center during high-severity events. You will coordinate technical teams, stakeholders, and executives to contain and resolve incidents with minimal business impact.

The role requires 5–8+ years in IT Operations or Incident Management, strong communication, and ITIL expertise.