Job Description

• 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.

Qualifications

• 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