Incident Manager

PowerToFly; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Zillow Group is seeking an experienced Incident Manager (P3) to support 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 hinges on operational execution, communication, and information synthesis. You will lead cross-functional incident responses, document timelines, and contribute to continuous

Qualifications

• 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 and RCA practices
• Comfortable collaborating with cross-functional teams (Engineering, Product, Support)

Responsibilities

• 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
• Provide timely updates and post-incident reports to stakeholders

Skills

Incident management

SRE

Communication

Stakeholder management

Root cause analysis

Cross-functional collaboration

Ownership & accountability

On-call tooling

Tools

PagerDuty

ServiceNow

Rootly

Job description

About the team

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.

About the role

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 elevate 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.

Who you are

• 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)




• Demonstrates ownership, reliability, and accountability in operational responsibilities




• Plus: Experience with incident management/on-call tooling (e.g., Rootly, PagerDuty, ServiceNow)




• Plus: Exposure to distributed systems, cloud infrastructure, or large-scale applications

Get to know us

At Zillow, we’re reimagining how people move-through the real estate market and through their careers.

As the most-visited real estate platform in the U.S., Zillow helps millions of customers navigate buying, selling, financing, and renting with greater ease and confidence. Our teams in India play a critical role in building and scaling the technology, products, and operations that power this experience.

Whether you’re working in tech, operations, or shared services, you’ll collaborate with global partners to solve meaningful problems and help more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the U.S.. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers and move the industry-and your career-and forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, maternity status, HIV status, or veteran status. Reasonable accommodations will be provided to candidates with disabilities, in accordance with applicable policies.