Zscaler BAU Operations (NCS/Job/ 4017)

• Manage Platform & Monitor Zscaler dashboards, alerts,

• Having extensive knowledge in ZIA,ZPA and other Zscaler modules like ZDX etc.,

• 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.