Major Incident Manager

Zscaler
United States
Workplace: RemoteFull timeUSD 124,000 - 155,000 annuallyFunction: CybersecuritySkills: ["Ownership","Cross-functional collaboration","Written communication","Verbal communication","Problem-solving"]

Lead end-to-end major incident management across Zscaler’s cloud platforms, from detection through post-mortem and customer-facing Root Cause Analysis. Run cross-functional incident bridges with engineering, product, support, and Technical Success, maintain precise status communications for U.S. government and executive stakeholders, and drive preventative corrective actions with problem management. Participate in global on-call rotations and continuously improve incident processes, tooling, and documentation.

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FursaFursa
Zscaler
Zscaler
1 day ago

Major Incident Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead end-to-end major incident management across Zscaler’s cloud platforms, from detection through post-mortem and customer-facing Root Cause Analysis. Run cross-functional incident bridges with engineering, product, support, and Technical Success, maintain precise status communications for U.S. government and executive stakeholders, and drive preventative corrective actions with problem management. Participate in global on-call rotations and continuously improve incident processes, tooling, and documentation.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Cybersecurity

Key Responsibilities

  • •Own major incidents end-to-end from detection through post-mortem, prioritizing federal customers and supporting shared commercial rotations.
  • •Lead cross-functional incident bridges with engineering, product, support, and Technical Success, tracking action items and driving rapid resolution.
  • •Provide 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 ticket themes, conduct post-mortems, and drive preventative corrective actions.
  • •Participate in global on-call rotations and coordinate across regional incident managers to improve incident management processes, tooling, and documentation.

Pay and Benefits

Salary: USD 124,000 - 155,000 annually
Perks:Health InsurancePaid LeaveParental LeaveRetirementLearning Budget

Key Requirements

  • •U.S. citizenship required due to the nature of customers and environments supported.
  • •Experience owning major service incidents from detection through full resolution.
  • •Experience investigating, writing, and delivering post-mortems and customer-facing Root Cause Analysis reports.
  • •Strong written and verbal communication skills for 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.
Skills:OwnershipCross-functional collaborationWritten communicationVerbal communicationProblem-solving
Tech Stack:ZIAZPAZDXClient ConnectorSalesforce Service CloudHTTP/SDNSSMTPFTPSSL/TLSAI tools

Eligibility

Nationality:US National
Security Clearance:U.S. government security clearance

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn