Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
Brown & Brown is seeking a Technical Incident Commander to join our growing team in Daytona Beach, FL or Plano, TX!
The Technical Incident Commander is accountable for driving the end-to-end management of major incidents across the enterprise, ensuring rapid containment, effective communication, and full resolution with minimal business impact. This role serves as the command center during high-severity events, coordinating technical teams, stakeholders, and executive audiences with clarity and composure.
The Technical Incident Commander operates at the intersection of technical depth and operational excellence, setting the standard for how the organization responds to, learns from, and prevents critical service disruptions.
How You Will Contribute:
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 & Experience to be Successful:
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.
Teammate Benefits & Total Well-Being
We go beyond standard benefits, focusing on the total well-being of our teammates, including:
- Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
- Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.
Recruiting Vendor Disclosure Statement
Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.
The Power To Be Yourself
As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.
Skills Required
- 5-8+ years of experience in IT Operations, Incident Management, or Site Reliability
- Direct ownership of major incident responses
- Ability to lead high-pressure and ambiguous situations with calm, decisiveness, and structured thinking
- Deep understanding of ITIL incident and problem management practices
- ITIL certification
- Technical fluency across infrastructure, cloud, networking, and application layers
- Exceptional written and verbal communication skills, including executive-level incident communications
- Experience building or maturing incident management programs, tooling, processes, and training
- Familiarity with Dynatrace, Datadog, PagerDuty, Splunk, ServiceNow, or similar observability and monitoring tools
- Ability to influence engineering, operations, and business stakeholders without authority
- Data-driven approach to identifying patterns and measuring operational improvements
Brown & Brown Insurance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brown & Brown Insurance and has not been reviewed or approved by Brown & Brown Insurance.
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Healthcare Strength — Healthcare offerings are broad, spanning medical/Rx, dental, vision, life, disability, and added programs alongside Lyra access with up to eight no‑cost coaching or therapy sessions for teammates and covered dependents. Breadth extends to fertility/adoption solutions, second‑opinion services, diabetes care, and Medicare advocacy.
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Retirement Support — The 401(k) program includes an employer match up to 4% (100% of the first 3% plus 50% of the next 2%) with immediate vesting. Savings support is positioned as a core element of the total‑rewards package.
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Equity Value & Accessibility — An Employee Stock Purchase Plan is available, and the company emphasizes an ownership mindset with a large share of teammates as shareholders. This creates accessible equity participation alongside retirement savings.
Brown & Brown Insurance Insights
What We Do
Brown & Brown Insurance provides risk management solutions to help protect what our customers value most. Our four business segments offer insurance products and services to businesses and individuals. Our culture is built on integrity, innovation, superior capabilities, and discipline. We view insurance differently and use our experience, carrier relationships, and principled customer focus to deliver first-class service and solutions. Becoming a Brown & Brown teammate introduces you to a career with virtually unlimited possibilities. We think of ourselves as a team, so we have teammates—not employees. We strive to attract people who are competitive, driven, and disciplined. Our unique company culture of meritocracy rewards self-starters and those committed to doing what is best for our customers. We are proud to be certified as a Great Place to Work ®. Brown & Brown has demonstrated a Culture of Caring through dedication to the people and communities we serve. With more than 11,000 teammates in over 300 locations across the US, Canada, Ireland, the UK, Bermuda, and the Cayman Islands, we actively support numerous organizations in the local communities in which we live, work, and play. With a long-standing history of proven success, Brown & Brown is one of the insurance industry’s most powerful and influential leaders, ranked as the fifth-largest brokerage in the US and sixth in the world. You can find us on the NYSE as BRO.
