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 workplace, 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 mitigation
- Facilitate incident calls, defining clear ownership, priorities, and next steps
- Execute established incident management workflows, runbooks, and escalation paths
- Coordinate cross-functional teams for timely resolution and minimal customer impact
- Maintain accurate, real-time documentation of incident timelines and actions
Communication
- Deliver clear and concise updates to all technical and non-technical stakeholders
- Ensure stakeholder alignment on status, risks, and next steps
- Document incident summaries and contribute to post-incident reporting
- Proactively escalate risks and communication gaps early
Information Synthesis & Continuous Improvement
- Support Root Cause Ana