Technical Incident Commander — Lead Enterprise Incident Response

Brown & Brown, Inc.; Daytona Beach, Northern (FL, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health Benefits

ESP P; 401k preparation

Student Loan Assistance

Tuition Reimbursement

Mental Health Services

Paid Time Off

Job summary

Brown & Brown, Inc. is seeking a Technical Incident Commander to drive end‑to‑end major incident management from the command center in Daytona Beach, FL or Plano, TX. You will lead Severity 1/2 responses, coordinate resolver groups, and communicate with executives to minimize business impact.

The role emphasizes blameless learning, post‑incident reviews, and continuous improvement of incident processes, playbooks, and tooling. Strong ITIL background and hands‑on technical fluency are required.

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.
• 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

Leadership under pressure

Executive communications

Cross-functional collaboration

Education

ITIL certification

Tools

Dynatrace

Datadog

PagerDuty

Splunk

ServiceNow

Job description

Brown & Brown, Inc. is seeking a Technical Incident Commander to drive end‑to‑end major incident management from the command center in Daytona Beach, FL or Plano, TX. You will lead Severity 1/2 responses, coordinate resolver groups, and communicate with executives to minimize business impact.

The role emphasizes blameless learning, post‑incident reviews, and continuous improvement of incident processes, playbooks, and tooling. Strong ITIL background and hands‑on technical fluency are required.