Hiring: Senior Manager, Incident Management Company: Zillow Location: United States Job Posted Time: 2026-09-03 10:17:21 Employment Type: Remote Target Skills & Keywords : Jira, LLM, ServiceNow About the job Experience: •8+ years of experience in incident management, SRE, technical operations, or a related field, including 2+ years of people management experience (or equivalent combination of education and experience) Required Skills: •Incident Management Leadership •Own the end-to-end incident management program, including process design, tooling, and governance across the organization •Serve as executive escalation point and senior decision-maker for critical, high-severity, or cross-functional incidents •Set and enforce standards for incident severity classification, escalation paths, and communication protocols •Partner with Engineering, Product, and business leadership to align incident response with business priorities and risk tolerance •Drive executive-level incident communications, ensuring leadership has clear, timely, and accurate visibility into impact and status •Problem Management •Build and own a formal problem management practice that connects incident trends to systemic root causes Qualifications: •Proven track record building or scaling an incident management and/or problem management program •In-depth knowledge of structured incident management practices (triage, escalation, post-incident review) and formal problem management methodologies •Exceptional written and verbal communication skills, with the ability to distill complex technical situations into clear, actionable updates for executives and internal partners •Demonstrated sound judgment, composure, and decision-making under pressure during high-severity or ambiguous situations •Comfortable partnering across Engineering, Product, Support, and business leadership to drive alignment and accountability •Plus: Experience with incident management/on-call tooling (e.g., Rootly, JIRA, ServiceNow) and AI-driven operations tooling •Plus: Exposure to distributed systems, cloud infrastructure, or large-scale consumer applications •Zillow is honored to be recognized among the best workplaces in the country. 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—forward, together. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!