Senior Cloud Monitoring Administrator (Incident Management)

ZS is a place where passion changes lives. As a management consulting and technology firm focused on transforming global healthcare and beyond, our most valuable asset is our people. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping solutions from start to finish. At ZS, we believe that making an impact demands a different approach; and that's why here your ideas elevate actions, and here you'll have the freedom to define your own path and pursue cutting-edge work. We partner collaboratively with our clients to develop products that create value and deliver company results across critical areas of their business including portfolio strategy, customer insights, research and development, operational and technology transformation, marketing strategy and many more. If you dare to think differently, join us, and find a path where your passion can change lives.
Our most valuable asset is our people.
At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systems-the ones that comprise us as individuals, shape who we are and
make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about. Learn more
As a Senior Cloud Monitoring Administrator in ZS' IT Operations Center (ITOC), you will serve as a key escalation point and owner of the Incident Management lifecycle for ZS's global IT infrastructure. This includes managing major incidents (P1/P2), ensuring timely resolution, driving stakeholder communication, and leading post-incident analysis to prevent recurrence.
What You'll Do:

• Own and lead high-impact incident management (P1/P2) processes end-to-end.
• Facilitate incident bridges and war rooms with cross-functional teams (Cloud Compute, Network, Security, Cloud Ops).
• Coordinate with global stakeholders, vendors, and leadership for real-time updates and escalations.
• Maintain real-time communication on Team/ServiceNow and through structured email updates.
• Conduct in-depth Post-Incident Reviews (PIR) and ensure follow-ups via Problem Management.
• Track incident metrics (MTTR, SLA breaches, recurrence), analyze trends, and recommend improvements.
• Partner with engineering and automation teams to enhance observability and proactive detection.
• Standardize and enhance ITOC's incident response processes based on ITIL best practices.
• Drive improvements in incident communication protocols, documentation, and playbooks.
• Mentor junior engineers (L1/L2) in handling escalations and developing response skills.
• Partner with Observability Team,Cloud Compute, Network, Security and Cloud Ops to enable integrated monitoring and alerting.
• Collaborate with application and business teams to minimize business disruption and align resolution priorities.
• Participate in Change Advisory Board (CAB) to mitigate incident risks from changes.

What You'll Bring:

• 4+ years of experience in IT Operations/Incident Management roles, with at least 2-3 years handling global environments.
• Prior experience in a Consultant/L3 capacity in a matrixed or client-facing IT environment.
• Strong expertise in handling hybrid infrastructure (AWS + On-prem) incidents.
• Proven success in independently leading major incidents and stakeholder management.
• Tools: ServiceNow, JIRA, SolarWinds, Splunk, AWS CloudWatch, PagerDuty/Uptrends, Teams.
• Cloud: Working knowledge of Networking technologies, VMWare, AWS (EC2, RDS, Route 53, ELB, VPC, etc.)
• Concepts: ITIL (Incident, Problem, Change), Monitoring & Alerting, Automation basics (preferred)
• Certifications: ITIL v4 Foundation (required); AWS Cloud Practitioner or higher (preferred)
• Clear and timely communication during critical scenarios.
• Strong decision-making and accountability under pressure.
• Ability to influence cross-functional teams without direct authority.
• Structured thinking with an eye for continuous service improvement.
• Willingness to work in 24x7 support environment (via on-call rotation).

Perks & Benefits:
ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member.
We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.
Travel:
Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.
Considering applying?
At ZS, we honor the visible and invisible elements of our identities, personal experiences, and belief systems-the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. Learn more about our inclusion and belonging efforts and the networks ZS supports to assist our ZSers in cultivating community spaces and obtaining the resources they need to thrive.
If you're eager to grow, contribute, and bring your unique self to our work, we encourage you to apply.
ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.
To complete your application:
Candidates must possess or be able to obtain work authorization for their intended country of employment.An on-line application, including a full set of transcripts (official or unofficial), is required to be considered.
NO AGENCY CALLS, PLEASE.
Find Out More At:
www.zs.com