At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.Position Overview:We are looking for a highly organized and proactive Technical Program Manager with a strong background in incident response management and root cause analysis. This role is critical in ensuring the stability and reliability of our products/services by identifying, addressing, and preventing incidents, while also driving continuous improvement through effective root cause analysis. The successful candidate will play a key role in enhancing our customer experience and maintaining open lines of communication with both customers, cross-functional teams, and F5 executives.Responsibilities:Lead and manage end-to-end incident response management processes, collaborating closely with cross-functional teams, including Engineering, Product, Support Operations, and Customer Success.Develop and implement incident response plans and strategies, ensuring quick and effective resolution of incidents to minimize impact on customers and the business.Drive root cause analysis efforts to identify underlying issues and systemic problems contributing to incidents, working collaboratively with technical teams to implement preventative measures.Act as a liaison between technical teams and customer-facing teams, providing clear and timely updates to customers during incidents and managing customer expectations.Develop and maintain strong relationships with internal stakeholders, including executives, by providing regular updates on incident response and root cause analysis activities.Proactively identify trends and patterns in incident data, and use this information to drive improvements in processes, tools, and systems to enhance incident prevention and response.Collaborate with technical teams to prioritize and manage incident-related tasks, ensuring that issues are appropriately addressed within established timelines.Develop and maintain incident response documentation, playbooks, and best practices to streamline and standardize incident response activities.Stay current with industry best practices, emerging technologies, and incident response trends to continuously improve incident management processes.F5 will hold US Government Security Clearance on behalf of new hire.Qualifications:Bachelor’s degree in computer science, Information Technology, or related field; master’s degree preferred.Proven experience (8+ years) in technical program management, incident response management, and root cause analysis in a fast-paced and dynamic environment.Must be able to operate in FedRAMP High environment and hold US Government Security Clearance providing capability for working with sensitive information for key government agencies as cleared.Strong understanding of incident response methodologies, root cause analysis techniques, and related tools.Excellent communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical audiences.Demonstrated experience in managing cross-functional teams and driving collaboration across departments.Solid project management skills, including the ability to manage multiple priorities and tasks concurrently.Strong problem-solving and analytical skills, with a keen attention to detail.Experience in working with Jira, GitLab, PagerDuty, and Service Cloud is a plus.Knowledge, Skills, and AbilitiesAbility to manage customer readiness programs and maintain relationships with key accounts.Experience in project and portfolio management tools such as MS Project, Atlassian Jira, and Confluence.Ability to lead the gathering of product requirements and project scope across a multi-function team.Ability to design and document a project charter that includes scope, schedule, budget, and risk management plan.Ability to develop a project schedule using work-breakdown techniques that lead to a defined critical path.Able to apply critical thinking techniques to analyze problems, develop solutions, build resource forecasts, or manage risk.Ability to manage and facilitate team meetings and initiatives to effectively develop plans and achieve goals.Demonstrated ability to deliver sustainable improved program performance (ex: cycle time).Results driven with a positive can-do attitude.Strong collaboration and negotiation skills.Familiarity with appliance and SW based product deliveries, with emphasis on networking and security.Willingness and ability to adapt to new processes, ideas, and concepts.Self-directed/self-motivated.Demonstrated excellence in all written communications.#LI-RGB1The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.The annual U.S. base pay range for this position is: $143,472.00 - $215,208.00F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).Equal Employment OpportunityIt is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.
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