Service Operations Specialist

Title - Operations Services Specialist (Zscaler/ZIA)Location - Jacksonville, Florida, United StatesWe are seeking a highly skilled Operations Services Specialist with strong expertise in Zscaler (ZIA/ZPA) to support and manage enterprise mobility and remote access platforms. The role focuses on ensuring availability, security, and performance of Zscaler services while supporting enterprise-scale environments.Key Responsibilities· Provide L2/L3 support for Zscaler ZIA and ZPA platforms in enterprise environments· Monitor, troubleshoot, and resolve service incidents, degradations, and outages· Configure and manage Zscaler policies (web filtering, traffic forwarding, access control)· Manage secure remote access and VPN integrations using Zscaler· Perform root cause analysis (RCA) and implement preventive measures· Coordinate with vendors and engineering teams for escalations and issue resolution· Support disaster recovery (DR) activities and major incident management· Ensure service availability, performance, and capacity planning· Provide technical support for Intune, MobileIron, and endpoint platforms (Windows, iOS, Android)· Support access management as per enterprise security policies (CISO guidelines)Required Skills & Experience· Strong hands-on experience with Zscaler ZIA and ZPA (mandatory)· Good experience in VPN, remote access technologies, and IPsec· Knowledge of Microsoft Intune and Windows Autopilot· Experience supporting Windows, iOS, and Android devices· Understanding of ITSM processes (Incident, Problem, Change Management)· Familiarity with authentication technologies (RSA 2FA)· Strong troubleshooting and analytical skillsCompensation and BenefitsA candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.DisclaimerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.