Site Reliability Engineer – Zscaler - Assistant Vice President
About The Position
As a Zscaler Site Reliability Engineer in our End User Computing team, you will be a key to maintaining the security and stability of our internet security (ZIA) and private access (ZPA) platforms. You will serve as the senior escalation point for complex incidents, drive stability through observability and process improvements, and partner with your colleagues across technology to plan and implement safe well-planned change on our Zscaler platforms. You are a critical part of our follow-the-sun support model, providing senior support and coverage for our Americas and early Asia Pacific regions, responding to escalated end-user incidents and major platform issues. The bank relies on our products to work every day – join us and help keep the bank working securely and reliably!
Requirements
- Proven experience engineering or providing advanced platform support for Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA), or a similar platform (e.g. Palo Alto Prisma)
- Strong troubleshooting skills in networking concepts like DNS, TCP handshake behavior, PAC files
- Proven experience in end-user support, writing clear documentation for end-users and frontline teams, leading incident response and resolution, and participating in resolution of major platform issues
- Familiarity with enterprise SIEM and monitoring tools (e.g. Splunk, Grafana)
- Familiarity with automation scripting, tooling, and concepts (e.g. APIs, Python, Ansible)
Nice To Haves
- Experience with Entra ID identity and authentication concepts including Conditional Access, SCIM, and SAML
- Experience providing platform support in large enterprise organizations, or working across global locations
- Experience working in ServiceNow or a similar platform for incident, request, and change management
- Familiarity with Site Reliability Engineering concepts – we are transforming from traditional ops to SRE and are looking for a champion to help drive adoption of SRE concepts in the team
Responsibilities
- Level 3 incident response – you will be the senior escalation point for all Zscaler production platform issues, investigating the issue to resolution, documenting and providing knowledge to lower teams for repeatable issues, coordinating with engineering, product management, and vendor support teams to identify and remediate issues. You will participate in the post-mortem problem exercises for major incidents
- Change planning and implementation – working with our engineering and product teams in an Agile format, you will plan product enhancements and fixes, complete the ITIL change process, and implement the change safely. You will be a key part of the implementation of ongoing enhancements to our product including the development of pipelined configuration deliveries
- Observability and platform health – you will develop monitoring solutions with Splunk, APIs (with Python, PowerShell, or Power Platforms), Grafana, and other available platforms to help proactively identify issues, and ideally self-heal or automate response. You will use Ansible platforms to help scale actions against our infrastructure
- Disaster recovery – you will help ensure compliance with our Disaster Recovery framework, including participation in routine testing, providing technical expertise for testing plans, and automating plans via Ansible, APIs, or other means to minimize human effort
Benefits
- A diverse and inclusive environment that embraces change, innovation, and collaboration
- A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
- Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
- Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
- Educational resources, matching gift and volunteer programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
