Technical Incident Commander

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

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Brown & Brown is seeking a Technical Incident Commander to join our growing team in Daytona Beach, FL or Plano, TX!

The Technical Incident Commander is accountable for driving the end-to-end management of major incidents across the enterprise, ensuring rapid containment, effective communication, and full resolution with minimal business impact. This role serves as the command center during high-severity events, coordinating technical teams, stakeholders, and executive audiences with clarity and composure.

The Technical Incident Commander operates at the intersection of technical depth and operational excellence, setting the standard for how the organization responds to, learns from, and prevents critical service disruptions.

How You Will Contribute:

• 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 & Experience to be Successful:

• 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.
• 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.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.