Senior Manager, Incident Management

Zillow
United States
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsSkills: ["Written communication","Verbal communication","Judgment","Composure","Decision-making under pressure"]

Lead Zillow Group’s incident and problem management function to improve operational excellence across production systems. Own the end-to-end incident lifecycle program, including process, governance, escalation standards, and executive communications. Build a formal problem management practice with blameless RCA and tracked corrective actions, and drive reliability metrics such as MTTR/MTTD and recurrence rate. Leverage AI-enabled workflows to accelerate detection, triage, summarization, and RCA quality while growing and coaching a team of incident managers.

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FursaFursa
Zillow
Zillow
3 days ago

Senior Manager, Incident Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead Zillow Group’s incident and problem management function to improve operational excellence across production systems. Own the end-to-end incident lifecycle program, including process, governance, escalation standards, and executive communications. Build a formal problem management practice with blameless RCA and tracked corrective actions, and drive reliability metrics such as MTTR/MTTD and recurrence rate. Leverage AI-enabled workflows to accelerate detection, triage, summarization, and RCA quality while growing and coaching a team of incident managers.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the end-to-end incident management program, including process design, tooling, and governance across the organization.
  • •Serve as executive escalation point and senior decision-maker for critical, high-severity, or cross-functional incidents.
  • •Build and own a formal problem management practice connecting incident trends to systemic root causes, with rigorous blameless RCAs and tracked corrective actions.
  • •Champion AI-powered workflows for incident detection, triage, summarization, and RCA drafting, ensuring accuracy and actionability before stakeholder use.
  • •Hire, coach, and develop a team of incident managers; set on-call structures, workload balance, and performance expectations for operational rigor.

Key Requirements

  • •8+ years of experience in incident management, SRE, technical operations, or a related field, including 2+ years of people management experience (or equivalent education/experience).
  • •Proven track record building or scaling incident management and/or problem management programs.
  • •Strong understanding of structured incident management practices (triage, escalation, post-incident review) and formal problem management methodologies.
  • •Experience leveraging AI tools or workflows (e.g., LLM-based summarization, automation, analytics) to improve operational speed and output quality.
  • •Exceptional written and verbal communication skills for executive-ready, actionable incident updates.
Experience:8+ years
Skills:Written communicationVerbal communicationJudgmentComposureDecision-making under pressure
Tech Stack:AILLMRootlyJIRAServiceNowAutomationAnalytics

Company Brief

Zillow
Operates an online real estate marketplace providing listings, valuation estimates, rentals, and agent tools. Connects buyers, sellers, renters, and real estate professionals with data-driven search, home Zestimate valuations, and advertising services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seattle, United States
Founded: 2006
WebsiteLinkedIn