Senior Manager, Incident Management

About the team

The Platform Infrastructure Engineering team transforms sophisticated infrastructure systems into simple, efficient, and reliable solutions, focusing on scalable operational methodologies to drive business impact and cost savings. Zillow Group Incident Management (ZGIM) develops and promotes standard processes for incident management, root cause analysis, and change management 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 managing major outages and helping product teams drive down incident detection and recovery times via the RCA process. This team works closely with software development engineers while supporting all users and Zillow Group 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

In this role, you will play a key role in ensuring the operational resilience, availability, and performance of Zillow services via the incident and problem management processes. You will manage the team responsible for incident management and lead the program across Zillow Group. You will develop the team and program and drive proactive readiness, change management, incident management, and root cause analysis. This requires cross-functional collaboration with highly technical engineers and senior business leaders.

As a Senior Manager, Incident Management, you will:

• Lead incident lifecycle from onset, detection, advising, remediation, elimination, and governance

• Collaborate cross-functionally across product, engineering, and supporting teams to promote prevention and detection standard processes and urgently respond to incidents through program adoption and performance to expectations

• Hold engineering teams accountable for service disruptions through root cause analysis (RCA), action items, and metrics

• Establish and define processes that can scale through simplicity, self-service, and automation (i.e., we focus on enabling, self-service, education/outreach)

• Define, build, and share regular metrics to show the program’s influence on helping the business realize specific reliability posture targets and outcomes

• Translate business objectives and product strategy into technical strategy and lead and successfully deliver through collaboration and agile leadership

• Develop and drive the roadmap of the team and program

• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting, and through regular engagement with customers

• Participate in major incidents 24x7x365 to ensure timely resolution and program efficiency

• Anticipate and purposefully remove obstacles that slow down or prevent the team from delivering on objectives

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. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $197,100.00 - $314,900.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC 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

• Shown experience in a software development environment

• 5+ years of people leadership experience, with a track record of getting results through others

• Direct experience leading incidents or managing incident managers or closely related programs is strongly preferred

• Shown success delivering projects through team members that report to you, and can collaborate successfully with partner teams

• Strong dedication to operational excellence, constantly striving to uncover the underlying causes of problems, using data to guide your decision-making, and encouraging a culture of ongoing improvement within your team

• Passionate about career development and multiplying the impact of your team members, providing mentoring and coaching to individual contributors

• Comfortable with data analytics and calculations of industry