Remote Major Incident Manager for Federal & Cloud Incidents

Zscaler, Inc.; Northern (KY); Hybrid; USD 124,000 - 155,000; Full time

Job summary

Zscaler is seeking a Major Incident Manager to own end-to-end incidents for the U.S. government and commercial customers. This is a Remote (PST schedule) role reporting to CAP & Incident Management, with involvement across engineering, product, and support teams.

The role emphasizes building precise customer updates, timely RCA reports, and collaboration across regional teams. Federal citizenship is required and security clearances may be relevant.

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

Responsibilities

• 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

Skills

Incident management

Root Cause Analysis

Stakeholder communication

Cross-functional collaboration

Problem solving

Education

Bachelor of Science in Computer Science or Computer Engineering

Tools

Salesforce Service Cloud

Job description

Zscaler is seeking a Major Incident Manager to own end-to-end incidents for the U.S. government and commercial customers. This is a Remote (PST schedule) role reporting to CAP & Incident Management, with involvement across engineering, product, and support teams.

The role emphasizes building precise customer updates, timely RCA reports, and collaboration across regional teams. Federal citizenship is required and security clearances may be relevant.