Senior Incident & Problem Manager – Remote

ZINC Zillow, Inc.; United States; Remote; USD 132,000 - 212,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow Group is seeking a Senior Manager, Incident Management to lead our incident and problem management function with a focus on reliability and operational excellence. You will own strategy, processes, and people, partnering with Engineering, Product, and leadership to align incident response with business priorities and risk tolerance.

The role emphasizes building scalable programs, blameless post-incident reviews, and AI-enabled operations to improve MTTR/MTTD.

Qualifications

• 8+ years in incident management, SRE, or technical operations.
• Proven track record building or scaling incident/problem programs.
• Experience using AI tools to improve operational speed and quality.

Responsibilities

• Own end-to-end incident management program design, tooling, and governance.
• Serve as executive escalation point for high-severity incidents.
• Establish standards for incident severity, escalation, and communications.
• Drive root cause analysis and formal problem management.
• Champion AI-powered workflows to speed incident detection, triage, and RCA drafting.
• Hire, coach, and develop a team of incident managers.

Skills

Incident management leadership

SRE operations

Executive communication

AI in operations

People management

Tools

JIRA

ServiceNow

AI tooling

Job description

Zillow Group is seeking a Senior Manager, Incident Management to lead our incident and problem management function with a focus on reliability and operational excellence. You will own strategy, processes, and people, partnering with Engineering, Product, and leadership to align incident response with business priorities and risk tolerance.

The role emphasizes building scalable programs, blameless post-incident reviews, and AI-enabled operations to improve MTTR/MTTD.