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Job Summary : Key Responsibilities : Act as a Level 3 escalation point for Zscaler-related incidents, changes, and performance issues.

Lead architecture, deployment, configuration, and integration of Zscaler solutions (ZIA, ZPA, ZDX).

Work closely with security architects, networking teams, and end-user services to ensure successful rollout and ongoing support of Zscaler services.

Optimize Zscaler policies and configurations for security, performance, and compliance.

Maintain and tune IPSEC/GRE tunnels, PAC files, App Connectors, and ZEN nodes.

Perform Zscaler service upgrades, health checks, and participate in DR/BCP planning.

Collaborate with vendors and Zscaler support for ticket resolution and feature enhancements.

Develop and maintain documentation, standard operating procedures, and technical runbooks.

Provide mentorship and guidance to Level 1/2 support staff.

Required Qualifications : Bachelor's degree in Computer Science, Information Technology, or related field—or equivalent experience.





6+ years of experience in IT networking and security, with at least 4 years in a Zscaler role.

Strong hands-on experience with Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA).

Deep knowledge of network protocols, firewalls, proxy, DNS, VPN, and Zero Trust architecture.

Good understanding of Firewalls.

Experience with cloud and hybrid environments (AWS, Azure, GCP) and integration with Zscaler.

Proficient in traffic analysis tools and techniques (Wireshark, tcpdump, etc.).

Familiarity with Identity Providers (Okta, ADFS, Azure AD) and SAML/SSO integration.

Excellent problem-solving skills and the ability to work independently under pressure.

Preferred Qualifications : Zscaler certifications (e.g., ZCCA-IA, ZCCA-PA, Zscaler Cloud Security Specialist).

CCSE, CCSA, CCNP- Security

Prior experience in a large-scale enterprise environment.

Exposure to SIEM tools and integration (Splunk etc.).

Soft Skills :

- Strong analytical and problem-solving skills
- Excellent verbal and written communication
- Ability to handle high-pressure incident response scenarios
- Collaborative and team-oriented mindset
- Willing to work in versatile shifts

Work Location : Pune

📌 Manager - Cloud & Security Customer Service Operations (Pune)
🏢 Tata Communications
📍 Pune