Role Summary
Responsible for deployment, support, and operational stability of enterprise Zscaler services, ensuring secure and reliable access across environments. Focus on troubleshooting, automation, monitoring, and continuous service improvement.
Key Responsibilities
- Deploy, support, and maintain Zscaler services: ZPA, ZIA, and ZDX
- Provide L2/L3 support, incident troubleshooting, RCA, and vendor coordination
- Analyze Zscaler Client Connector (ZCC) logs and packet captures for issue resolution
- Support SSL/TLS, certificates, and cryptography-related troubleshooting
- Work on DR/BCP activities and validate disaster recovery readiness
- Create and maintain SOPs, KBs, and operational documentation
- Use SIEM tools (e.g., Splunk) for log analysis, reporting, and dashboards
- Support networking concepts: LAN/WAN, OSI model, TCP/IP, firewalls
- Assist in monitoring and observability dashboard development
- Provide basic Windows/Unix support for connectivity issues
- Participate in end-to-end project delivery and change implementation
- Drive automation and process improvements
- Follow ITIL processes: Incident, Problem, and Change Management
- Perform deployment analysis, reporting, and risk assessment
Qualifications
- Bachelor’s degree in Computer Science / IT or equivalent experience
- 5–8 years of experience in IT infrastructure, network operations, or SRE roles
- Strong experience with Zscaler (ZPA, ZIA, ZDX) and ZCC
- Good understanding of networking, OSI model, TCP/IP, and firewalls
- Knowledge of SSL/TLS, certificates, and packet analysis
- Experience with SIEM tools (Splunk preferred)
- Familiarity with Windows/Unix systems support
- Strong understanding of ITIL processes and DR/BCP practices
- Strong troubleshooting, documentation, and communication skills