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!