Senior Incident & Problem Management Leader | AI-Driven Ops

Zillow; United States; On-site; USD 125,000 - 210,000; Full time

Job summary

Zillow is seeking a Senior Manager of Incident Management (M4) to lead incident and problem management, driving reliability and operational excellence across production systems. The role focuses on program leadership, structured RCA, and AI-powered workflows to improve MTTR/MTTD and prevent recurrence.

The candidate will manage a team of incident managers, collaborate with Engineering and Product leadership, and establish standards for escalation, communication, and governance while shaping how

Qualifications

• 8+ years in incident management or SRE.
• 2+ years of people management.
• Experience with AI-driven operations tooling.
• Strong communication and leadership skills.

Responsibilities

• Own the end-to-end incident management program across the organization.
• Serve as executive escalation point for critical incidents.
• Drive RCA and blameless post-incident reviews.
• Lead problem management to reduce recurrence and risks.
• Champion AI-enabled workflows to speed detection and resolution.
• Build and coach a high-performing incident management team.
• Define and track metrics like MTTR/MTTD and closure rates.

Skills

Incident management

SRE

People management

AI tooling

Tools

Rootly

JIRA

ServiceNow

AI tooling

Job description

Zillow is seeking a Senior Manager of Incident Management (M4) to lead incident and problem management, driving reliability and operational excellence across production systems. The role focuses on program leadership, structured RCA, and AI-powered workflows to improve MTTR/MTTD and prevent recurrence.

The candidate will manage a team of incident managers, collaborate with Engineering and Product leadership, and establish standards for escalation, communication, and governance while shaping how