Remote Incident Manager — Reliability & RCA

Zillow Group; United States; Remote; USD 101,000 - 170,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow Group is seeking an Incident Manager to support the reliability and operational excellence of our production systems. You will coordinate incident response to minimize customer impact and improve system resilience through structured execution and clear communication.

At this level, success hinges on operational execution, communication, and information synthesis—driving incidents to resolution, delivering updates to stakeholders, and contributing to RCA and continuous improvement.

Qualifications

• 5+ years of experience in incident management, SRE, or technical operations (or 3 years with a Master's degree)
• 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)
• Plus: Experience with incident management/on-call tooling (e.g., Rootly, PagerDuty, ServiceNow)
• Plus: Exposure to distributed systems, cloud infrastructure, or large-scale applications

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
• 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 escalated risks and communication gaps early
• Support Root Cause Analysis (RCA) by gathering data and documenting contributing factors

Skills

Incident management

SRE

Technical operations

Communication

Cross-functional collaboration

Root Cause Analysis

Education

Bachelor's degree in a technical field

Tools

PagerDuty

ServiceNow

Rootly

Job description

Zillow Group is seeking an Incident Manager to support the reliability and operational excellence of our production systems. You will coordinate incident response to minimize customer impact and improve system resilience through structured execution and clear communication.

At this level, success hinges on operational execution, communication, and information synthesis—driving incidents to resolution, delivering updates to stakeholders, and contributing to RCA and continuous improvement.