Major Incident Manager

Zscaler

10h•$124,000 - $155,000•Remote

About The Position

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, and 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.

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

Nice To Haves

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, as well as incident management tools like Salesforce Service Cloud
Bachelor of Science in Computer Science, Computer Engineering, or equivalent advanced industry certifications

Responsibilities

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