Zscaler L3

Role & responsibilities

Responsible  for Zscaler Internet Access (ZIA) / Zscaler Private Access (ZPA) and related services and modules. Responsible for monitoring, triaging, Policy management, Zscaler platform design, architecture, automation resolving  incidents and service requests; executing runbook tasks; raising and tracking tickets; and escalating appropriately.

Preferred candidate profile

Monitor Zscaler dashboards, alerts,
• Having extensive knowledge in ZIA,ZPA and other Zscaler modules
• Responsible for creating and managing policies
• Validate connectivity for newly onboarded users/locations (ping, traceroute, basic logs).
• Check for and respond to user complaints about web access, SSL inspection issues, slow browsing.
• Responsible installation and upgradation of ZCC connectors
• Apply approved content categorization or simple policy changes (per change control).
• Rapidly diagnose common access issues and implement documented workarounds.
• Maintain accurate ticket records and knowledge articles.
• Investigate escalated incidents: log analysis, packet capture review, proxy debug traces.
• Implement and test policy changes that require more permissions/understanding.
• Configure and maintain forward proxy and GRE/IPsec tunnels; validate Zscaler App (Z App) deployments.
• Tune policies based on business needs and analytics.
• Review and remediate false positives/negatives for blocked categories and cloud apps.
• Perform license and feature usage analysis; recommend adjustments.
• Coordinate with vendors (Zscaler support) for defect tickets and escalations.
• Lead routine configuration audits; review admin roles, API key usage and secrets.
• Participate in change advisory board (CAB) for planned policy-rollouts.
• Create/maintain advanced runbooks, troubleshooting playbooks, and onboarding guides.
• Oversee severity-1 incidents and coordinate cross-functional resolution.
• Approve and design high-impact policy and architecture changes.
• Mentor L2/L1 and perform quality reviews of runbooks.
• Review security posture: SSL inspection policies, data protection/DLP alignment.
• Lead projects: ZPA application segmentation, ZIA for new regions, migration from traditional proxies.
• Capacity planning for bandwidth, logging, node usage and license forecasts.
• Drive automation (Infrastructure-as-Code / scripts) for repetitive changes and deployments.