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Salary: USD 124,000 - 155,000 / annual
Zscaler is seeking a Major Incident Manager to own critical service incidents end-to-end across the Zscaler Zero Trust Exchange platform. This role reports to the Senior Manager in the CAP & Incident Management department and is remote on a PST schedule.
You will declare and manage major incidents from detection through post-mortem closure, leading cross-functional bridges with engineering, product, support, and Technical Success teams. You'll author precise, timely customer-facing status updates and comprehensive Root Cause Analysis reports for internal executives and external U.S. government agency stakeholders. The role prioritizes federal customers while supporting shared commercial incident rotations across the full Zscaler cloud platform.
Key responsibilities include:
- Own major incidents end-to-end from detection through post-mortem, prioritizing federal customers while supporting commercial rotations
- Lead cross-functional incident bridges, tracking action items and driving rapid resolution
- Author customer-facing status updates and comprehensive Root Cause Analysis reports for executives and agency stakeholders
- Partner with problem management and support teams to analyze ticket themes, conduct post-mortems, and drive preventative corrective actions
- Participate in global on-call rotations, coordinate across regional incident managers, and continuously improve incident management processes and tooling
This is a highly visible role with significant ownership that directly shapes how customers experience Zscaler during service disruptions. You'll work with precision, maintain composure under pressure, navigate technical investigations, and collaborate seamlessly across cross-functional and global teams.
REQUIREMENTS:
- U.S. citizenship required due to the nature of customers and environments supported
- Demonstrated use of AI tools to improve day-to-day workflows, analysis, or documentation
- 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 QUALIFICATIONS:
- Experience supporting U.S. federal government customers with an active or previously held U.S. government security clearance or eligibility to obtain one
- Familiarity with Zscaler products (ZIA, ZPA, ZDX, Client Connector) or comparable cloud security/SASE platforms, and incident management tools like Salesforce Service Cloud
- Bachelor of Science in Computer Science, Computer Engineering, or equivalent advanced industry certifications
