Major Incident Manager

Job Summary

Owning major incidents from detection to resolution, the full-time Major Incident Manager will lead cross-functional teams, provide timely updates to customers and executives, and author Root Cause Analysis reports, all while working remotely on a PST schedule.

Key responsibilities

• Manage major incidents across all Zscaler clouds, prioritizing federal customers and supporting commercial rotations
• Facilitate cross-functional incident bridges and track action items to ensure rapid resolution
• Produce accurate customer-facing status updates and comprehensive Root Cause Analysis reports

Required qualifications

• 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
• Proven ability to investigate and deliver post-mortems and customer-facing Root Cause Analysis reports
• Demonstrated use of AI tools to enhance workflows, analysis, or documentation
• Fundamental understanding of web, networking, and security protocols including HTTP/S, DNS, SMTP, FTP, and SSL/TLS