Senior Problem Manager - Remote

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Our Engineering team built the world's largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are helping organizations worldwide to maximize speed and agility with a cloud-first strategy.

Responsibilities

• Be a driving factor within the organization as we transform to a world leading SRE organization
• Advocate for the customer experience by ensuring all available avenues are covered within customer environments across the globe
• Promote a comprehensive and scalable observability strategy that supports rapid problem isolation diagnosis
• Work with product teams to ensure we thoroughly analyze failures and apply holistic insights to fail faster, fail smaller, and fail less often in the future
• Apply SRE principles and practices within the Problem Management process
• Lead projects from intake to closure
• Organize and facilitate collaboration between multiple teams for resolution
• Follow up on post-incident action items, escalating to support Service Level Agreements
• Analyze Incidents and Problems for trends to identify issues before they influence Customers
• Review and contribute to the improvement of the incident response and problem management processes based on lessons learned

What We're Looking for (Minimum Qualifications)

• Customer-first attitude and focus on providing the best service for customers
• Due to the nature of the work, US citizenship is required.
• Prior SRE experience in networking, infrastructure and data center operations
• Prior experience working with incident response/incident management teams within a large-scale SaaS company

What Will Make You Stand Out (Preferred Qualifications)

• Ease leading all kinds of discussions.
• Excellent project management skills with the ability to execute under a high degree of urgency
• Bachelor's degree in Computer Science, a related technical field involving computer systems engineering, or equivalent practical experience.

This is a remote role.

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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related sk