Senior Security Incident Commander

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Job Description
ServiceNow's Security Incident Command (SIC) team is seeking a senior security incident commander to join our fast-growing team. This role will support the orchestration of incident response strategy and communications during critical information security-related incidents.
About the SIC team
The SIC team maintains and executes the Major Security Incidents (MSI) lifecycle within ServiceNow, including Preparation, Response, and Recovery. MSIs are our most challenging and impactful security incidents which pose active or heightened risk to the company and/or our customers.
Key value areas are preparing the company for MSIs through tabletop exercises (TTX), coordination of activity between many response workstream partners, maintenance and development of playbooks and procedures, tracking key MSI metrics and facts to keep everyone oriented, and communicating status, milestones, blockers, and critical decisions needed to senior management and executive stakeholders, including the CISO.
What you get to do in this role

• Orchestration of response and remediation of incident response for highest criticality security events.
• Take ownership and lead response to critical incidents within the company.
• Establish and mature documentation surrounding protocols and procedures governing the security incident command team.
• Prepare and deliver communications, including executive summaries and incident briefings, to key stakeholders during and after incident response.
• Conduct rapid response, mitigation, and investigations on the highest priority cases impacting ServiceNow and user data.
• Partner with the team members across multiple regions to drive response and investigations globally.
• Organization and facilitation of scenario-based exercises to test and improve incident management and response strategies.
• Maintenance existing playbooks and procedures, as well as developing new ones, to further standardize SIC and its partners' responses when verifying MSIs.
• Contribute to the organization and completion of Post-Incident Reviews (PIRs) and Root Cause Analyses (RCAs) following major security incidents.
• Identify new ways to simplify, integrate, automate and refine the major security incident process to better support internal and external stakeholders.

Qualifications

• 5+ years of experience in incident response crisis management.
• Experience leading or supporting complex security incidents to resolution end-to-end.
• Excellent verbal and written communication skills (English)
• Comfort communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners)
• Problem-solving and decision-making skills
• Ability to quickly and accurately assess a situation, identify and prioritize risks, and make sound decisions.
• Familiarity with cybersecurity principles and frameworks (e.g. MITRE ATT&CK).
• Knowledge across multiple security domains is a plus.
• Experience planning and/or orchestrating tabletop exercises is a plus.

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.