Incident Manager

Zillow Group is a strategic mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership scalable programs and operational excellence in support of Zillows mission. We bring deep experience working across diverse teams in a dynamic high-growth environment balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India.

• Lead non-trivial production incidents from detection through mitigation

• Facilitate incident calls defining clear ownership priorities and next steps

• Execute established incident management workflows runbooks and escalation paths

• Coordinate cross-functional teams for timely resolution and minimal customer impact

• Maintain accurate real-time documentation of incident timelines and actions

• Deliver clear and concise updates to all technical and non-technical stakeholders

• Ensure stakeholder alignment on status risks and next steps

• Document incident summaries and contribute to post-incident reporting

• Proactively escalate risks and communication gaps early

• Support Root Cause Analysis (RCA) by gathering data and documenting contributing factors

• Identify trends gaps and opportunities for improving incident workflows

• Contribute to retrospectives and track follow-up actions to completion

• Apply lessons learned to enhance future incident response

• Partner with Engineering Product and Support teams during incident response

• Support Senior Incident Managers on high-severity or complex incidents

• Facilitate collaboration and maintain alignment across stakeholders

• Maintain a high standard of reliability and responsiveness in on-call rotations

• Reinforce structured incident management practices

• Contribute to the improvement of runbooks tooling and team processes
  

• Owns end-to-end execution of small to mid-scale incidents

• Contributes to larger high-severity incidents with guidance

• Influences improvements within team-level processes and workflows

• Builds foundational skills in incident management communication and decision-making

• 5 years of experience in incident management SRE or technical operations (or 3 years with a Masters degree or equivalent work experience)

• Proven experience coordinating responses to production incidents or operational events

• Exceptional written and verbal communication skills able to tailor updates for diverse audiences

• Demonstrated sound judgment and prioritization in high-pressure or ambiguous situations

• Familiarity with structured incident management processes (triage escalation post-incident review) and RCA practices

• Comfortable collaborating with cross-functional teams (Engineering Product Support)

• Demonstrates ownership reliability and accountability in operational responsibilities

• Plus: Experience with incident management/on-call tooling (e.g. Rootly PagerDuty ServiceNow)

• Plus: Exposure to distributed systems cloud infrastructure or large-scale applications

At Zillow were reimagining how people movethrough the real estate market and through their careers.

As the most-visited real estate platform in the U.S. Zillow helps millions of customers navigate buying selling financing and renting with greater ease and confidence. Our teams in India play a critical role in building and scaling the technology products and operations that power this experience.

Whether youre working in tech operations or shared services youll collaborate with global partners to solve meaningful problems and help more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the U.S.. Zillow was named one of FORTUNE 100 Best Companies to Work For in 2025 and included on the PEOPLE Companies That Care 2025 list reflecting our commitment to creating an innovative inclusive and engaging culture where employees are empowered to grow.

No matter where you sit in the organization your work will help drive innovation support our customers and move the industryand your careerforward together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive innovative environment with the best employees. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender maternity status HIV status or veteran status. Reasonable accommodations will be provided to candidates with disabilities in accordance with applicable policies.