Major Incident Manager

📋 Description

• Own major incidents across all Zscaler clouds end-to-end from detection through post-mortem
• Lead cross-functional incident bridges with engineering, product, support, and Technical Success
• Author precise, timely customer-facing status updates and comprehensive Root Cause Analysis reports
• Partner with problem management and support teams to analyze emerging ticket themes, conduct
• Participate in global on-call rotations, coordinate across regional incident managers, and

🎯 Requirements

• 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
• Strong written and verbal communication skills with experience presenting to executive and agency
• Fundamental understanding of web, networking, and security protocols including HTTP/S, DNS, SMTP

🎁 Benefits

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