Senior Staff TPM: Global Service Health & Reliability

Zscaler; San Jose (CA); Hybrid; USD 144,000 - 205,000; Full time

Job summary

Zscaler in San Jose, CA seeks a Sr. Staff Technical Program Manager - Service Health to lead the central Service Health Program in Cloud Operations, reporting to the Senior Director of SRE.

This role defines service health metrics and operating cadences for the Zero Trust Exchange at global scale. You will establish SLIs/SLOs, drive CUJ and Lighthouse initiatives, and build dashboards monitoring security, incidents, capacity, availability, and latency across regions.

Qualifications

• 8+ years in Technical Program Management or similar roles in large-scale distributed systems.
• Deep experience with SLIs/SLOs, error budgets, and service health practices.
• Proven leadership of cross-functional programs driving production service health at global scale across multi-product, multi-cloud, or multi-region environments.
• Strong data fluency across instrumentation, metrics pipelines, synthetic monitoring, and executive dashboards to translate signal into actionable outcomes.
• Track record of influencing engineers, managers, and senior leadership through clear tradeoff framing, written updates, and decision facilitation.

Responsibilities

• Own the company-wide Service Health Program from strategy through execution, defining charters, roadmaps, and success metrics across the Zero Trust Exchange
• Establish and govern service health practices by defining SLIs, SLOs, and error budgets to operationalize decision frameworks that balance feature velocity with reliability
• Drive Critical User Journey (CUJ) and Lighthouse signal adoption, converting operational alerts into explicit decisions and measurable engineering outcomes
• Build the service health source of truth by implementing continuous measurement dashboards across security, defects, incidents, capacity, availability, and latency
• Run continuous operating cadences and cross-organizational programs to standardize intake, prioritization, delivery tracking, and post-delivery verification at scale

Skills

Strategic thinking

Data-driven

Cross-functional leadership

Stakeholder management

Decision framing

Job description

Zscaler in San Jose, CA seeks a Sr. Staff Technical Program Manager - Service Health to lead the central Service Health Program in Cloud Operations, reporting to the Senior Director of SRE.

This role defines service health metrics and operating cadences for the Zero Trust Exchange at global scale. You will establish SLIs/SLOs, drive CUJ and Lighthouse initiatives, and build dashboards monitoring security, incidents, capacity, availability, and latency across regions.