Regional Escalations & Incidents Manager
Zscaler · Tokyo, JPN
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- Tokyo, JPN
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Subject: Interested in the Regional Escalations & Incidents Manager role at Zscaler
Hi Alex — I came across the Regional Escalations & Incidents Manager opening and wanted to reach out directly. I've spent the last few years doing exactly this kind of work, and Zscaler stood out because…
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About the role
About Zscaler
Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.
We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.
The Role
We are seeking a Regional Escalations & Incidents Manager to join our team in Tokyo, Japan in a hybrid role, reporting to the Director, CAP & Incident Management, within the Support Department.
This is a high-visibility role responsible for leading the resolution of critical customer escalations and high-impact service incidents that put customer relationships, accounts, or business opportunities at risk. You will partner across Support, Engineering, Product Management, Services, Sales, and leadership teams to drive coordinated action plans, executive communications, and post-incident improvements that support customers in Japan and the broader Asia-Pacific region.
What you’ll do (Role Expectations)
- Own the end-to-end management of critical customer escalations and high-impact service incidents for customers in Japan.
- Lead cross-functional response efforts across Support, Engineering, Product Management, Services, Sales, and leadership teams to drive timely resolution.
- Establish action plans, communication cadences, stakeholder roles, and resolution milestones to keep complex issues on track.
- Translate technical issues into clear business impact, risk, and customer-facing messaging for internal and external stakeholders, including executive audiences.
- Drive post-incident reviews, track corrective and preventive actions through closure, and identify recurring themes to improve product, process, communication, and operational readiness.
Who You Are (Success Profile)
- Calm, decisive leader who can manage ambiguity and maintain momentum during high-pressure customer situations.
- Strong cross-functional partner who builds alignment across technical teams, go-to-market teams, and leadership stakeholders.
- Clear and credible communicator who can tailor messages for both technical audiences and executive decision-makers.
- Customer-focused problem solver who takes ownership, exercises sound judgment, and drives issues through to resolution.
- Organized operator who can balance multiple priorities while maintaining strong attention to detail and follow-through.
What We’re Looking for (Minimum Qualifications)
- Business-fluent Japanese and English, with the ability to lead executive-level communication in both languages.
- Experience managing critical issues in a cross-functional environment, including working with sales, customers, and partners to resolve complex and business-critical situations.
- Ability to communicate effectively about the product from an engineering-level discussion to a customer executive-level conversation.
- Background in cybersecurity, network security, SaaS, or cloud operations.
- 8+ years of experience in customer-facing roles across incident management, escalation management, technical account management, service delivery, support leadership, or critical situation management.
What Will Make You Stand Out (Preferred Qualifications)
- Strong ability to influence, negotiate, and delegate effectively across cross-functional teams.
- Demonstrated ability to lead and motivate others in complex, high-pressure environments.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
#LI-JK3
#LI-Hybrid
At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
Learn more about Zscaler's hybrid working model and benefits here.
By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.
Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.
Pay Transparency
Zscaler complies with all applicable federal, state, and local pay transparency rules.
Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.
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