Principal Incident Commander

The Principal Incident Commander is a senior role within Mimecast Global Support's Technical Customer Solutions team. They are responsible for leading and coordinating the response to critical and high-impact technical incidents. This role requires strong communication skills, the ability to manage cross-functional initiatives and processes, and a strategic mindset to ensure rapid incident resolution while minimizing business impact and minimizing customer risk.

What You'll Do:

• Lead and coordinate end-to-end incident response efforts for critical and high-severity incidents, ensuring timely detection, containment, eradication, and recovery

• Serve as the primary Incident Commander during major incidents, making real-time decisions and managing incident workflows

• Coordinate cross-functional teams including Security Operations, Engineering, Product, Customer Support, Sales, and Customer Success to ensure unified and efficient incident resolution

• Partner with Legal/GCO teams to ensure incident management processes align with regulatory, compliance, and contractual obligations, including timely notification, documentation, and coordination on sensitive or escalated incidents

• Communicate clearly and effectively with all stakeholders, including customers, executives, and internal teams, providing regular updates and managing expectations

• Drive root cause analysis and forensic investigations to identify incident origins and prevent recurrence

• Develop, maintain, and improve incident response processes, playbooks, and workflows to enhance organizational readiness and response capabilities

• Lead post-incident reviews and lessons learned sessions to drive continuous improvement and knowledge sharing

• Mentor and train incident response team members and other stakeholders on best practices and incident management methodologies

• Collaborate with threat intelligence and security teams to stay informed on emerging threats and incorporate intelligence into response strategies

• Oversee escalation management for critical customer issues, ensuring VIP and high-priority cases receive appropriate attention and resolution

• Drive initiatives to automate and streamline incident response processes and reporting

What You'll Bring:

• Proven experience (8+ years) in incident response management, technical support leadership or a related role in a complex IT or cybersecurity environment

• Exceptional verbal and written communication skills, with the ability to convey complex technical information clearly to both technical and non-technical audiences

• Demonstrated ability to lead and manage cross-functional teams and coordinate multiple stakeholders during high-pressure incidents

• Strong problem-solving and analytical skills, including experience with root cause analysis and forensic investigation techniques

• Ability to work effectively in a fast-paced, dynamic environment with competing priorities

• Ownership mentality with a focus on accountability, continuous improvement, and customer satisfaction

• Experience mentoring and training technical teams and driving process improvements

• Deep understanding of IT infrastructure, networking, security principles, and incident response frameworks (e.g., SANS, NIST)

• Experience with incident management tools and IT service management platforms (e.g., Zendesk, Jira)

• Familiarity with industry best practices and standards such as ITIL, CISSP, CISM, GIAC certifications (e.g., GCIH, GEIR) is highly desirable

• Experience working in a global, 24/7 support environment with follow-the-sun operational models

The base salary range for this position is $144,000-$216,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

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