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)

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