IT Incident Manager at Zillow
Seattle, WA, US

Are you interested in operating complex environments visited by hundreds of millions of unique monthly users? Are you passionate about operational excellence and raising the bar on service availability and customer experience? At Zillow, we Think Big and Operate with Excellence! We are constantly building innovative, scalable, technology to propel the future of real estate. To help, we are looking for an Incident Manager to own and continually improve our Incident response, while continually advocating for and protecting our customer experience. Join us!

About the role

Own design, implementation, and improvement of technical Incident/Problem Management processes in support of all Zillow customer facing brands. Our ideal candidate will

  • Exercise strong judgment in areas where policies are not well defined
  • Dissect complex problems to develop and evaluate options and implement solutions
  • A proven track record of successfully delivering initiatives from conception through completion.
  • Function effectively in a multifaceted, fast-paced environment.


  • Accountable for the overall quality of Incident Management and responsible for the planning and coordinating of all the activities required to perform, monitor, and report on an incident
  • Performing incident triage, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enables swift remediation
  • Responsible for all communications across ZG and point of contact for all Incidents
  • Leads the end-to-end process and supporting documentation from a strategic and tactical perspective
  • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and ensuring the objectives are realised
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Drives deep-dive root cause analysis and document creation. Reports on process gaps to senior executives.
  • Performing escalation trend analysis and reporting.

Who you are

  • 3-5 years of experience in investigations, risk management, incident or crisis management, or escalation handling
  • Knowledge of multiple search engines and tools in conducting open-source searches, analytical tools and techniques.
  • Bachelor's degree

Get to know us

Zillow Group houses the largest portfolio of real estate brands on mobile and the web. We are on a mission to rewire the real estate transaction and are building transformational tools and services that make it easier for everyone to find and get into a home they love. We are working to create an on-demand real estate transaction experience for every stage of the home lifecycle -- for buyers, sellers, renters and borrowers - and we're well on our way. No matter what job you're in, you will play a critical role in making this vision a reality for millions of people.

At Zillow Group, we're powered by our inclusive work culture, where everyone has the support and resources to do the best work of their careers. Our efforts to streamline the real estate transaction is supported by our passion to empower people and enrich lives around everything home, a deep-rooted culture of innovation, a fundamental commitment to Equity and Belonging, and world-class benefits. But, don't just take our word for it. Read our reviews on Glassdoor and recent recognition from multiple organizations, including: Fortune 100 Best Companies to Work For (#69), Fortune Best Workplaces for Diversity (#38), Fortune Best Workplaces for Parents (#31), Fortune Best Workplaces for Women (#20), Fatherly's Best Workplaces for New Dads (#37), JUST Capital 100 Company (#69), Bloomberg Gender Equality Index constituent.