Major Incident Manager

🕒 September 22

🇺🇸 United States – Remote

💵 $124k - $155k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Zscaler

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 Secondary Market on 2017-11

Cybersecurity • SaaS • Enterprise

Zscaler is a leading provider of cloud-based cybersecurity solutions, specializing in Zero Trust architecture. The company enhances security and connectivity for organizations by enabling seamless, secure access to applications and data across various environments, including the cloud, on-premises data centers, and IoT systems. With proven ROI and significant reductions in cybersecurity risks, Zscaler empowers enterprises to protect their digital resources while optimizing operational costs.

📋 Description

• Own major incidents across all Zscaler clouds end-to-end from detection through post-mortem, prioritizing federal customers while supporting shared commercial rotations • Lead cross-functional incident bridges with engineering, product, support, and Technical Success teams; track action items and drive rapid resolution • Author timely customer-facing status updates and comprehensive Root Cause Analysis reports for internal executives and external agency stakeholders • Partner with problem management and support teams to analyze emerging ticket themes, conduct post-mortems, and drive preventative corrective actions • Participate in global on-call rotations and coordinate across regional incident managers • Continuously improve incident management processes, tooling, and documentation • Report to the Senior Manager in the CAP & Incident Management department • Support U.S. government and commercial incidents across the full Zscaler cloud

🎯 Requirements

• Demonstrated use of AI tools to improve day-to-day workflows, analysis, or documentation • U.S. citizenship required due to the nature of the customers and environments supported • Experience in an incident management role owning major service incidents through to full resolution • Experience investigating, writing, and delivering post-mortems and customer-facing Root Cause Analysis reports • Strong written and verbal communication skills with experience presenting to executive and agency customer stakeholders during live incidents • Fundamental 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 comparable cloud security/SASE platforms, and 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 time • Parental leave options • Retirement options • Education reimbursement • In-office perks • Reasonable support/accommodations or adjustments during recruiting processes