About this role
About the team
Zillow Group is seeking an Incident Manager (P3) to support the reliability and operational excellence of our production systems. This role coordinates incident response to minimize customer impact and improve system resilience through structured execution and clear communication.
At the P3 level, success in this role is anchored in three core areas - Operational Execution: independently driving incidents to resolution through structured process and sound judgment; Communication: delivering timely, accurate updates to diverse stakeholders; and Information Synthesis: gathering, connecting, and applying data to drive RCA and continuous improvement.
Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow's mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India.
About the role
Operational Execution
Lead non-trivial production incidents from detection through mitigationFacilitate incident calls, defining clear ownership, priorities, and next stepsExecute established incident management workflows, runbooks, and escalation pathsCoordinate cross-functional teams for timely resolution and minimal customer impactMaintain accurate, real-time documentation of incident timelines and actions Communication
Deliver clear and concise updates to all technical and non-technical stakeholdersEnsure stakeholder alignment on status, risks, and next stepsDocument incident summaries and contribute to post-incident reportingProactively escalate risks and communication gaps early Information Synthesis & Continuous Improvement
Support Root Cause Analysis (RCA) by gathering data and documenting contributing factorsIdentify trends, gaps, and opportunities for improving incident workflowsContribute to retrospectives and track follow-up actions to completionApply lessons learned to enhance future incident response Coordination & Collaboration
Partner with Engineering, Product, and Support teams during incident responseSupport Senior Incident Managers on high-severity or complex incidentsFacilitate collaboration and maintain alignment across stakeholders Operational Excellence
Maintain a high standard of reliability and responsiveness in on-call rotationsReinforce structured incident management practicesContribute to the improvement of runbooks, tooling, and team processes Scope & Impact
Owns end-to-end execution of small to mid-scale incidentsContributes to larger, high-severity incidents with guidanceInfluences improvements within team-level processes and workflowsBuilds foundational skills in incident management, communication, and decision-making This role has been categorized as an Office position. "Office" employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.
In addition to a competitive base pay, employees in this role are eligible for incentive compensation subject to applicable laws and relevant Zillow policies. Actual amounts will vary depending on experience, performance and location.
Who you are
5+ years of experience in incident management, SRE, or technical operations (or 3 years with a Master's degree, or equivalent work experience)Proven experience coordinating responses to production incidents or operational eventsExceptional written and verbal communication skills, able to tailor updates for diverse audiencesDemonstrated sound judgment and prioritization in high-pressure or ambiguous situationsFamiliarity with structured incident management processes (triage, escalation, post-incident review) and RCA practicesComfortable collaborating with cross-functional teams (Engineering, Product, Support)Demonstrates ownership, reliability, and accountability in operational responsibilitiesPlus: Experience with incident management/on-call tooling (e.g., Rootly, PagerDuty, ServiceNow)Plus: Exposure to distributed systems, cloud infrastructure, or large-scale applications Get to know us
At Zillow, we're reimagining how people move-through the real estate market and through their careers.
As the most-visited real estate platform in the U.S., Zillow helps millions of customers navigate buying, selling, financing, and renting with greater ease and confidence. Our teams in India play a critical role in building and scaling the technology, products, and operations that power this experience.
Whether you're working in tech, operations, or shared services, you'll collaborate with global partners to solve meaningful problems and help more people make home a reality.
Zillow is honored to be recognized among the best workplaces in the U.S.. 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.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, maternity status, HIV status, or veteran status. Reasonable accommodations will be provided to candidates with disabilities, in accordance with applicable policies.