Job Description

Major incidents are managed across multiple teams at Zscaler. This role will reside within the Global Customer Services organization and report directly to the Vice President of Global Escalations. When major incidents occur, whether they are within Zscaler’s control or not, this role will step in to ensure customer and Zscaler teams are updated, escalation processes are followed, and is driving action items with product teams working to address the incident. This role will help manage and work to improve the overall incident management process in partnership with the Zscaler Operations problem management team. The ideal candidate will have strong communication skills, technical background with the ability to speak to technical products, incident management experience, project and or problem management experience, and a do whatever it takes mentality. In this role you will own the incident from the beginning until the end, from the first communication to customers to the root cause analysis outlining what happened.

This role is an opportunity to provide a highly visible and impactful improvement to how customers and internal Zscaler teams experience service related incidents. 

RESPONSIBILITIES

• 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

Qualifications

• 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
• Experience working as Technical Support Manager/ Sr. Technical Support Manager role supporting networking or security related products is a plus
• Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications

Additional Information

#LI-IR5

WHAT YOU CAN EXPECT FROM US:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

WHY ZSCALER? People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.  Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com. 

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.