Major Incident Manager

Role

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.

What you’ll do (Role Expectations)

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

Who You Are (Success Profile)

You act like an owner. You take full accountability for an incident from initial declaration through final Root Cause Analysis delivery.

You champion simplicity and precision. Your customer updates and Root Cause Analysis reports are accurate, complete, and convey critical facts without speculation or spin.

You are resilient and adaptable under pressure. You maintain composure during high-severity outages, managing incidents through resolution across flexible schedules and on-call rotations.

You are a pragmatic, technical problem-solver. You comfortably navigate engineering investigations, asking sharp questions and evaluating evidence to drive fast, accurate resolutions.

You are a high-trust collaborator. You work seamlessly across cross-functional engineering, product, support, and global regional teams to maintain aligned processes and execution.

What We’re Looking for (Minimum 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

What Will Make You Stand Out (Preferred Qualifications)

Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency

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

LI-IA1 #LI-Remote

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

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

Learn more about Zscaler's hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.