Major Incident Manager

Owning major incidents from detection to resolution, the full-time Major Incident Manager will lead cross-functional teams, provide timely updates to customers and executives, and author Root Cause Analysis reports, all while working remotely on a PST schedule. Key responsibilities Manage major incidents across all Zscaler clouds, prioritizing federal customers and supporting commercial rotations Facilitate cross-functional incident bridges and track action items to ensure rapid resolution Produce accurate customer-facing status updates and comprehensive Root Cause Analysis reports Required qualifications 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 Proven ability to investigate and deliver post-mortems and customer-facing Root Cause Analysis reports Demonstrated use of AI tools to enhance workflows, analysis, or documentation Fundamental understanding of web, networking, and security protocols including DNS, SMTP, FTP, and SSL/TLS