Director Cloud Operations and Incident Management
Posted on 3/16/2023

5,001-10,000 employees

Cloud-based information security company
Company Overview
Zscaler’s mission is to empower organizations to realize the full potential of the cloud and mobility by securely connecting users to applications from any device, anywhere. The company has pioneered a security cloud that has shifted architectural design and approach to network security. With their unique security cloud, the company has created a Zero Trust Exchange platform with their security cloud to enable businesses to reduce cost, risk, simplify IT, and increase business agility.
San Jose, CA, USA
Experience Level
Desired Skills
DevOps & Infrastructure
  • Due to the nature of the work, US citizenship is required
  • Proven ability to design, deliver, and operate high growth systems with high reliability and availability
  • Experience with development, deployment tools such as Jenkins, Bamboo, and configuration management tools like Ansible to support operations in a cloud environment
  • 15+ years experience of working in large, complex production environments
  • Knowledge of data centers, ticketing system implementations, monitoring software implementation, troubleshooting, and continuous improvement approaches
  • Skill and knowledge in Incident Management, Service Requests, Event Management, Access Management, Change Management, Knowledge Management and Escalated Incident Management
  • Knowledge of monitoring software including KPIs and reporting approaches
  • Fundamental understanding of web, networking and device technologies
  • Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR, etc)
  • Advanced knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc
  • Working Knowledge of networking and security products and enterprise Network Infrastructure
  • Familiarity with:
  • Network Protocol Analyzers (tcpdump, Wireshark)
  • Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Authentication systems such as LDAP, MS AD etc
  • VPN technologies such as IPSec and VPN clients
  • Solution-oriented leadership and a management-based approach
  • Strong leadership and people management skills
  • Exceptional work ethic, with strong values and principles - takes all opportunities to go above and beyond the basic expectations
  • A self-motivated, highly innovative and adaptable individual who can work under stress and meet deadlines
  • An absolute commitment to customer services
  • Availability for occasional off hour work related to 24x7 up-time and availability of the product suite; willingness to support the team who has on-call coverage expectations
  • An expert in all facets of cloud operations with the ability to effectively communicate with cross functional teams and internal stakeholders
  • Manage all major Sev 1 and Sev 2 incidents across all Zscaler clouds
  • Lead escalated Incident Management team and develop maturity plans to continually improve
  • Manage operations plans, staffing, budgets and execution
  • Assist direct reports in the definition and attainment of individual goals
  • Conduct post-mortem RCA reviews and implement changes as a result of findings
  • Ensure appropriate alignment of organizational capacity to demand necessary to support current service offerings
  • Build maturity plans to help grow and scale the business
  • Establish automated monitoring tools to track systems' health, uptime and outages
  • Ensure compliance with best security practices and constantly assess potential vulnerabilities
  • Establish, report, and improve various metrics associated with the efficiency of operating the product suite delivering value to our customers
  • Serve as a manager, mentor, knowledge resource, and escalation point for TechOps employees; Build credibility and trust within the team
  • Adhere to customers' contractual SLA
  • Other duties as assigned