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About the role
Zillow Group is seeking an Incident Manager (IC) to support the reliability and operational excellence of our production systems. This role coordinates incident response to minimize customer impact and improve system resilience through structured execution and clear communication.
What they're looking for
- 5+ years of experience in incident management, SRE, or technical operations (or 3 years with a Master's 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)
More about this role
Zillow is strengthening how it manages and learns from production incidents, with greater focus on operational discipline, actionable data, improved tooling, and preventing repeat issues. This role offers the opportunity to directly improve system reliability and reduce customer impact.
The role sits at the intersection of technology, operations, and communication. You will independently manage small- to mid-scale incidents while supporting senior incident managers during complex, high-severity events.
The incident management practice is evolving. You will help improve processes, runbooks, tooling, root-cause analysis, and follow-through—not simply respond to incidents.
Zillow Group is seeking an Incident Manager (IC) to support the reliability and operational excellence of our production systems. This role coordinates incident response to minimize customer impact and improve system resilience through structured execution and clear communication.
At this level, success in this role is anchored in three core areas - Operational Execution: independently driving incidents to resolution through structured process and sound judgment; Communication: delivering timely, accurate updates...
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