Senior Incident Manager

About the team

The Platform Infrastructure Engineering team transforms complex infrastructure systems into simple, efficient, and reliable solutions, focusing on scalable operational methodologies to drive business impact and cost savings. Process Management (PRoM) drives best practices for organizational change, handles major incidents, and drives root cause analysis that improves product availability for Zillow customers, so they can unlock life’s next chapter!

The team plays a pivotal role in the company’s success by driving down incident detection and recovery times. This team works closely with Software Development Engineers while supporting all users and brands. Your work with us will be highly visible throughout Zillow Group and have a significant impact on all parts of the business!

About the role

The Senior Incident Manager plays a key role in maintaining availability of Zillow Services. Incident managers drive proactive readiness, organizational change, incident management, and root cause analysis. This requires working successfully in real-time with highly technical engineers and business leaders. Incident managers identify and build processes, demonstrate calm under pressure, and adaptively work with all types of stakeholders.

As a Senior Incident Manager, you will:

• Own live-site incident management during customer-impacting events, driving immediate engagement where needed and providing executive-facing updates

• Lead multi-functional teams through detailed incident response in real-time

• Participate in an on-call rotation to ensure 24/7 major incident response

• Develop processes and influence product engineering teams to lower incident occurrence, detection, and resolution time

• Drive development to improve resilience through testing, deployment, observability, etc.

• Supervise various metrics to ensure SLA compliance and drive improvement where needed

• Drive analysis of major incidents through multi-functional teams to uncover root cause and contributing factors

• Analyze trends to gain insight and drive improvements to products and processes

• Lead problem review sessions and drive on-time completion of process steps

• Identify and initiate improvement in team processes, including developing standard operating procedures and giving and receiving cross-training

• Translate technical concepts into business language to clarify issues and impact

• Create reports and present data to drive understanding and improvement

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Hawaii, Nevada, New York and Washington the standard base pay range for this role is $123,200.00 - $196,800.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York and Washington and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• BS/BA degree in Computer Science, Information Systems, or related field, or a minimum of 3 years’ related work experience leading major incident war rooms

• Proficiency driving multi-functional decisions in ambiguous situations

• Proficiency triaging multiple incoming issues and addressing according to priority and severity

• Sufficient technical background, ideally in networking, systems, and software development

• Hands-on experience analyzing incidents, root causes, weaknesses, corrective actions, etc.

• Proficiency presenting technical updates to non-technical team members

• Business acumen to understand business issues and align communications strategies to outcomes accordingly

• Experience creating Tableau dashboards from operational data

• Proficiency with Google and Microsoft Office documents and co-authoring features

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home t