[Hiring] Major Incident Manager @Zscaler

Role Description

We are looking for a Major Incident Manager to join our team. This is a Remote (PST schedule) role, reporting to the Senior Manager in the CAP & Incident Management department. When a major service incident occurs, this role owns it end to end:

• Declaring it
• Running the cross-functional bridge with engineering, product, and support
• Keeping customers and executives informed
• Driving resolution
• Writing the Root Cause Analysis that closes the loop

Because this role primarily supports U.S. government customers, U.S. citizenship is required. You'll also work commercial incidents alongside the rest of the incident management team, so the scope is the full Zscaler cloud, not a federal silo. This is a highly visible role with significant ownership, and it directly shapes how customers experience Zscaler during service disruptions.

Qualifications

• 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

Requirements

• 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, tracking action items and driving rapid resolution
• Author precise, 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, coordinate across regional incident managers, and continuously improve incident management processes, tooling, and documentation

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!