Major Incident Manager
Zscaler · Remote - USA
About this role
**Zscaler — Major Incident Manager** **Role** We’re looking for a **Major Incident Manager** to join our team. This is a **Remote (PST schedule)** role reporting to the **Senior Manager in CAP & Incident Management**. When a major service incident occurs, you will **own it end-to-end**: declare the incident, run the cross-functional bridge with **engineering, product, and support**, keep **customers and executives** informed, drive resolution, and write the **Root Cause Analysis (RCA)** to close the loop. Because this role primarily supports **U.S. government customers**, **U.S. citizenship is required**. You’ll also support commercial incidents alongside the incident management team—scope covers the **full Zscaler cloud**, not a federal silo. --- **What You’ll Do (Role Expectations)** - **Own major incidents** across all Zscaler clouds end-to-end (detection → post-mortem), prioritizing federal customers while supporting shared commercial rotations. - **Lead cross-functional incident bridges** with engineering, product, support, and Technical Success; track action items and drive rapid resolution. - Write **precise, timely customer-facing status updates** and **comprehensive RCAs** 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**, coordinate across regional incident managers, and continuously improve incident management processes, tooling, and documentation. --- **Who You Are (Success Profile)** - You **act like an owner**—accountable from initial declaration through final RCA delivery. - You champion **simplicity and precision**—updates and RCAs are accurate, complete, and fact-based. - You’re **resilient under pressure**—maintain composure during high-severity outages and manage incidents through resolution. - You’re a **pragmatic, technical problem-solver**—ask sharp questions, evaluate evidence, and drive fast, accurate resolutions. - You’re a **high-trust collaborator**—work seamlessly across engineering, product, support, and global regional teams. --- **What We’re Looking for (Minimum Qualifications)** - Demonstrated use of **AI tools** to improve workflows, analysis, or documentation. - **U.S. citizenship required**. - Experience in an **incident management** role owning major service incidents through full resolution. - Experience investigating, writing, and delivering **post-mortems** and **customer-facing RCAs**. - Strong **written and verbal communication** skills, including presenting to executive and agency stakeholders during live incidents. - Fundamental understanding of **web, networking, and security protocols** (HTTP/S, DNS, SMTP, FTP, SSL/TLS). --- **What Will Make You Stand Out (Preferred Qualifications)** - Experience supporting **U.S. federal government customers** with an active or previously held security clearance (or eligibility to obtain one). - Familiarity with **Zscaler products** (ZIA, ZPA, ZDX, Client Connector) or comparable cloud security/SASE platforms, plus incident management tools (e.g., Salesforce Service Cloud). - **B.S. in Computer Science / Computer Engineering** or equivalent advanced certifications. --- **Location / Schedule** - **Remote (PST schedule)** **Compensation (Base Pay Range)** - **$124,000 — $155,000 USD** (base salary range for new hires across US locations; excludes co
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