Senior Incident & Problem Leader | AI-Driven Reliability

Zillow Group Inc.; Northern (KY); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow Group is seeking a Senior Manager, Incident Management (M4) to lead our incident and problem management function and elevate operational excellence across production systems. This remote role oversees strategy, process, and people to resolve incidents quickly, prevent recurrence, and raise reliability.

You will own the end-to-end program, drive blameless RCAs, and champion AI-enabled workflows to accelerate detection and remediation.

Qualifications

• 8+ years of incident management, SRE, or technical operations experience.
• 2+ years of people management experience.
• Proven ability to build or scale an incident management/program.
• Experience leveraging AI tools to improve speed and quality of operations.
• Strong written and verbal communication for executives and partners.

Responsibilities

• Own end-to-end incident management program across the organization.
• Lead problem management with blameless RCAs and corrective actions.
• Champion AI-powered tooling for detection, triage, and RCA drafting.
• Manage on-call structures, performance expectations, and team growth.
• Partner with Engineering, Product, and Support to align with business priorities.

Skills

Incident management

People management

AI tools

SRE

Cloud infrastructure

Tools

JIRA

ServiceNow

Rootly

Job description

Zillow Group is seeking a Senior Manager, Incident Management (M4) to lead our incident and problem management function and elevate operational excellence across production systems. This remote role oversees strategy, process, and people to resolve incidents quickly, prevent recurrence, and raise reliability.

You will own the end-to-end program, drive blameless RCAs, and champion AI-enabled workflows to accelerate detection and remediation.