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Incident Manager

Zillow.com -
Bengaluru, Karnataka

Apply Now

Job details

Full-time

Qualifications

Cloud infrastructure
Incident management
Master's degree
Distributed systems
ServiceNow
Communication skills

Full job description

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 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 Analysis (RCA) by gathering data and documenting contributing factors
Identify trends, gaps, and opportunities for improving incident workflows
Contribute to retrospectives and track follow-up actions to completion
Apply lessons learned to enhance future incident response

Coordination & Collaboration

Partner with Engineering, Product, and Support teams during incident response
Support Senior Incident Managers on high-severity or complex incidents
Facilitate collaboration and maintain alignment across stakeholders

Operational Excellence

Maintain a high standard of reliability and responsiveness in on-call rotations
Reinforce structured incident management practices
Contribute to the improvement of runbooks, tooling, and team processes

Scope & Impact

Owns end-to-end execution of small to mid-scale incidents
Contributes to larger, high-severity incidents with guidance
Influences improvements within team-level processes and workflows
Builds 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 events
Exceptional written and verbal communication skills, able to tailor updates for diverse audiences
Demonstrated sound judgment and prioritization in high-pressure or ambiguous situations
Familiarity with structured incident management processes (triage, escalation, post-incident review) and RCA practices
Comfortable collaborating with cross-functional teams (Engineering, Product, Support)
Demonstrates ownership, reliability, and accountability in operational responsibilities
Plus: 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.

Apply Now

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