Senior Incident Manager
Remote-USA
About the team
The Platform Infrastructure Engineering team transforms complex infrastructure systems into simple, efficient, and reliable solutions, focusing on scalable operational methodologies to drive business impact and cost savings. Process Management (PRoM) drives best practices for organizational change, handles major incidents, and drives root cause analysis that improves product availability for Zillow customers, so they can unlock life’s next chapter!The team plays a pivotal role in the company’s success by driving down incident detection and recovery times. This team works closely with Software Development Engineers while supporting all users and brands. Your work with us will be highly visible throughout Zillow Group and have a significant impact on all parts of the business!
About the role
The Senior Incident Manager plays a key role in maintaining availability of Zillow Services. Incident managers drive proactive readiness, organizational change, incident management, and root cause analysis. This requires working successfully in real-time with highly technical engineers and business leaders. Incident managers identify and build processes, demonstrate calm under pressure, and adaptively work with all types of stakeholders.
As a Senior Incident Manager, you will:
Own live-site incident management during customer-impacting events, driving immediate engagement where needed and providing executive-facing updates
Lead multi-functional teams through detailed incident response in real-time
Participate in an on-call rotation to ensure 24/7 major incident response
Develop processes and influence product engineering teams to lower incident occurrence, detection, and resolution time
Drive development to improve resilience through testing, deployment, observability, etc.
Supervise various metrics to ensure SLA compliance and drive improvement where needed
Drive analysis of major incidents through multi-functional teams to uncover root cause and contributing factors
Analyze trends to gain insight and drive improvements to products and processes
Lead problem review sessions and drive on-time completion of process steps
Identify and initiate improvement in team processes, including developing standard operating procedures and giving and receiving cross-training
Translate technical concepts into business language to clarify issues and impact
Create reports and present data to drive understanding and improvement
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Remote position U.S. employees may live in any of the 50 United States, with limited exceptions
Benefits/PerksCompetitive base salary Comprehensive medical, dental, vision, life, and disability coverages Equity awards Family benefits Paid Time Off Parental leave Retirement contributions
Tasks- Engagement
- Participate in on-call rotation
Analysis Communications Compliance Employee Experience Engagement Incident Management Innovation Intellectual property Microsoft Office Organizational Organizational Change Process Management Real Estate Root Cause Analysis Software Development Tableau Training
Experience3 years
EducationBS/BA in Computer Science Business Communications Computer Science Engineering Information Systems Related Field
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9