Senior Incident Management Specialist
Core
Lead Agoda's response to complex technical and non-technical incidents (outages, natural disasters, regulatory changes) to ensure operational continuity and minimize impact on customers and partners.
Role type
Senior Incident Management Specialist
Builds
Operational resilience and incident response capabilities for a global travel platform
Domain
Travel technology / Business Continuity
Required skills
Incident command, cross-functional coordination, root cause analysis, stakeholder management, SQL, data visualization, playbook development, crisis communication
Preferred skills
Experience in travel/tech sectors, ITSM tooling (Jira), coaching/mentoring
Technologies
Jira Service Management, SQL
Responsibilities
Lead and coordinate CEG response to incidents impacting customers and operations; Rapidly assess severity and establish incident command; Host and facilitate war rooms; Design communication frameworks for diverse audiences; Conduct root cause analysis and drive accountability; Develop incident playbooks and documentation; Analyze incident patterns using data; Establish strategic stakeholder relationships; Provide coaching on incident response techniques
Seniority
Senior, hands-on IC with leadership responsibilities