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Major Incident Manager
Posted on 1/21/2023
San Jose, CA, USA • Remote in USA
Experience Level
  • Strong verbal and written communication skills
  • 5+ years of experience in a customer facing technical troubleshooting role
  • Experience working in a incident management role(s) where you managed the incident to resolution
  • Experience investigating, managing and writing incident post mortems and customer facing root cause analysis reports
  • 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
  • Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications
  • Manage all major Sev 1 and Sev 2 incidents across all Zscaler clouds
  • Coordinate actions through incidents with product, field, and support teams to ensure all incident related tasks are being tracked and actioned
  • Assist support teams in working to identify themes which drive tickets and work to identify incidents much sooner
  • Work in coordination with the Operations problem management team on post mortem and preventative corrective actions
  • Chair cross functional post mortem discussions when needed
  • Ability to write customer facing communications including incident updates and Root Cause Analysis reports
  • Manage communications from technical level teams up to c level executive audiences
  • Help mentor and train technical team leads to assist with technical observations and investigations during incidents
  • Be able to speak to Zscaler products and technologies with the knowledge to outline where things can break or have broken during an incident
  • Coordinate with all regional incident managers to ensure a seamless consistent process and experience for all global teams
  • Be available to own incidents that may go past your working shift to hand off when other regions come online, or if a major incident occurs during a weekend
  • Other duties as assigned
Desired Qualifications
  • Experience working as Technical Support Manager/ Sr. Technical Support Manager role supporting networking or security related products is a plus

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.
  • Comprehensive health plans
  • Supportive parental & family leave
  • On-demand learning & development
  • Company-sponsored volunteering
  • Global tuition assistance program
  • Guilt-free paid time off
Company Core Values
  • Teamwork
  • Open Communication
  • Passion
  • Innovation
  • Customer Obsession