Major Incident Manager

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

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)