Major Incident Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of significant incidents across all Zscaler cloud environments from detection to post-mortem, focusing on federal clients while also assisting with shared commercial rotations.

• Facilitate cross-functional incident management sessions with engineering, product, support, and Technical Success teams; monitor action items and drive quick resolutions.

• Create timely customer-facing status updates and detailed Root Cause Analysis reports for both internal executives and external agency partners.

• Collaborate with problem management and support teams to investigate emerging ticket trends, conduct post-mortems, and implement preventive corrective measures.

• Engage in global on-call rotations and coordinate efforts with regional incident managers.

• Continuously enhance incident management processes, tools, and documentation.

• Report directly to the Senior Manager in the CAP & Incident Management department.

• Provide support for U.S. government and commercial incidents across the entire Zscaler cloud.

⛳️ Requirements

• Proven experience utilizing AI tools to enhance daily workflows, analysis, or documentation.

• U.S. citizenship is mandatory due to the nature of the customers and environments supported.

• Background in an incident management position, overseeing major service incidents to full resolution.

• Experience in investigating, composing, and delivering post-mortems and customer-facing Root Cause Analysis reports.

• Excellent written and verbal communication skills, with a track record of presenting to executive and agency customer stakeholders during live incidents.

• Basic understanding of web, networking, and security protocols including HTTP/S, DNS, SMTP, FTP, and SSL/TLS.

• Preferred: Experience supporting U.S. federal government customers with an active or previously held U.S. government security clearance or eligibility to obtain one.

• Preferred: Familiarity with Zscaler products (ZIA, ZPA, ZDX, Client Connector) or similar cloud security/SASE platforms, along with incident management tools such as Salesforce Service Cloud.

• Preferred: Bachelor of Science in Computer Science, Computer Engineering, or equivalent advanced industry certifications.

🏝️ Benefits

• Various health plans.

• Time off plans for vacation and sick leave.

• Parental leave options.

• Retirement plans.

• Education reimbursement.

• In-office perks.

• Reasonable support/accommodations or adjustments during the recruitment process.