Major Incident Manager

Remote · USD 124,000-155,000 · Remote · Posted Sep 22, 2026

At a glance

We are looking for a Major Incident Manager to join our team in a remote PST schedule role.
This role owns major service incidents end-to-end, declaring them, running cross-functional bridges, keeping stakeholders informed, driving resolution, and writing Root Cause Analysis reports.
The position primarily supports U.S. government customers and commercial incidents across the full Zscaler cloud.

Own major incidents across all Zscaler clouds end-to-end from detection through post-mortem, prioritizing federal customers while supporting shared commercial rotations
Lead cross-functional incident bridges with engineering, product, support, and Technical Success teams, tracking action items and driving rapid resolution
Author precise, timely customer-facing status updates and comprehensive Root Cause Analysis reports for internal executives and external agency stakeholders
Partner with problem management and support teams to analyze emerging ticket themes, conduct post-mortems, and drive preventative corrective actions
Participate in global on-call rotations, coordinate across regional incident managers, and continuously improve incident management processes, tooling, and documentation

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 Analysis reports
Strong written and verbal communication skills with experience presenting to executive and agency customer stakeholders during live incidents
Fundamental understanding of web, networking, and security protocols including HTTP/S, DNS, SMTP, FTP, and SSL/TLS

Experience supporting U.S. federal government customers with an active or previously held U.S. government security clearance or eligibility to obtain one
Familiarity with Zscaler products (ZIA, ZPA, ZDX, Client Connector) or comparable cloud security/SASE platforms, as well as incident management tools like Salesforce Service Cloud
Bachelor of Science in Computer Science, Computer Engineering, or equivalent advanced industry certifications