Information Security Incident Engineer

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

• Lead and coordinate the incident response team during operational incidents, ensuring quick, effective resolution and minimizing impact on operations and service delivery.
• Serve as the primary point of contact for all communications during an incident, managing communications with senior management, stakeholders, and other affected parties.
• Ensure the incident response team is effectively trained and prepared to respond to all types of operational incidents, from minor issues to major crises.
• Develop, implement, and maintain incident response plans and procedures that align with industry best practices and regulatory requirements. This includes disaster recovery plans and business continuity plans.
• Organize regular drills and exercises to test the effectiveness of incident response plans, using these exercises to identify areas of improvement and train the team.
• Perform detailed post-incident reviews and root cause analysis to identify areas of improvement. Develop and implement changes to prevent recurrence and improve response.
• Maintain a high level of current knowledge about trends, technologies, and threats in incident response and related fields, incorporating relevant information into incident response plans and procedures.
• Collaborate with other teams and departments to enhance organizational resilience and ensure a coordinated response to incidents.
• Regularly report to senior management on the status of incident preparedness and response activities.

• Bachelor's degree in a relevant field such as Computer Science, Information Systems, or Emergency Management. Advanced degrees or equivalent experience will be highly valued.
• Significant experience in an Incident Commander role or a similar position involving crisis or incident management. Experience in an IT or tech-focused organization would be an advantage.
• Strong understanding of incident management and crisis response best practices and methodologies. Knowledge of IT service management frameworks like ITIL would be beneficial.
• Exceptional leadership skills with the proven ability to coordinate diverse teams and manage in high-pressure situations.
• Excellent communication skills, including the ability to relay complex, critical information quickly and clearly to a variety of audiences.
• Strong problem-solving skills and the ability to think quickly and adapt in rapidly changing situations.
• Familiarity with relevant legislation, standards, and best practices related to incident management, business continuity, and disaster recovery.
• Experience in training and drilling teams in incident response.
• Familiarity with risk management practices and ability to apply them in the context of incident management.
• Ability to maintain poise and a calm demeanor in crisis situations

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.