Incident Manager

Zillow Group is seeking an Incident Manager (P3) 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 the P3 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 to diverse stakeholders; and Information Synthesis: gathering, connecting, and applying data to drive RCA and continuous improvement. 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 Zillow’s 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.

Operational Execution 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 Communication 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 Information Synthesis & Continuous Improvement 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 Coordination & Collaboration 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 Operational Excellence 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   Scope & Impact 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 This role has been categorized as an Office position. “Office” employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute. In addition to a competitive base pay, employees in this role are eligible for incentive compensation subject to applicable laws and relevant Zillow policies. Actual amounts will vary depending on experience, performance and location.

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,