# Senior Incident Management Specialist **Company**: Agoda **Location**: Cairo **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/agoda/jobs/8063982?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_951df5cb-34e ## Description At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. The Customer Experience Group (CEG) Incident Management (IM) team at Agoda plays a critical role in ensuring operational continuity during unexpected events affecting our customers and partners. We manage the response to a wide range of technical and non-technical incidents including natural disasters, political unrest, global health emergencies, travel disruptions, and regulatory, pricing or product changes. As a Senior Incident Management Specialist, you will lead Agoda's response to complex incidents that impact our customers, partners, and business operations. You will be responsible for rapidly assessing emerging situations, coordinating cross-functional teams, developing strategic response plans, and ensuring clear communication throughout the incident lifecycle with all involved parties. Core Responsibilities: - Lead and coordinate Agoda's CEG response to incidents impacting customers, partners and/or CEG’s ability to maintain operational stability. - Rapidly assess incident severity/classification and impact scope, establish structured incident command, define clear stakeholder roles, and develop comprehensive response strategies that balance customer experience with business requirements. - Host and facilitate effective war rooms during critical incidents, ensuring focused mitigation efforts while maintaining stakeholder engagement and driving consensus on complex decisions with limited information. - Design and implement communication frameworks for different audience types (SLT, frontline, customers, partners) that provide appropriate transparency and actionable updates throughout the incident lifecycle. - Conduct thorough root cause analysis sessions (lessons learned) that identify systemic vulnerabilities, transform incidents into organizational learning opportunities, and drive accountability for preventative actions across teams. - Develop and maintain comprehensive incident documentation, including incident updates, reports, timelines, action trackers, and lessons learned that capture essential context, insights and future actions. - Create and regularly update incident response playbooks, communication templates, and decision frameworks that enable swift, consistent responses to recurring incident types. - Analyze incident patterns and trends using data visualization and analytical techniques to identify emerging risks, recurring issues, and opportunities for proactive intervention. - Establish strategic relationships with key stakeholders across Agoda, Booking Holdings sister companies, and external partners to strengthen coordination capabilities during incidents. - Challenge conventional thinking and apply creative problem-solving approaches that reveal innovative solutions to complex incident scenarios. - Provide coaching and mentoring to stakeholders on effective incident response techniques, ensuring organizational capability development beyond the immediate team. Requirements: - 5+ years of experience in incident management, crisis response, business continuity, or operations management, preferably in the travel, e-commerce, or technology sectors. - Hands-on experience with Jira Service Management or similar ITSM tooling. - Exceptional communication skills with an ability to craft clear, concise messaging tailored to different audience types, from technical teams to executive leadership in English. - Strong facilitation abilities for leading structured discussions, war rooms, and post-incident reviews to drive measurable outcomes. - Adaptability and resilience in high-pressure situations with the ability to maintain clear thinking and effective decision-making during prolonged incident response. - Analytical mindset with capacity to identify patterns across incidents, recognize systemic issues, and translate insights into actionable improvement recommendations. - SQL knowledge is a must have as this role requires significant data extraction, review and presentation to support data-driven decision making. - Excellent listening and negotiation skills, a critical thinker with attention to detail – are key components of the role. - Ability to work both in a highly diversified team environment and autonomously, with a high degree of integrity and confidentiality. - Knowledge of formal incident management methodologies (ITIL, NIMS, ICS) and business continuity frameworks. - Demonstrate flexibility in working hours as required by the business, given the role may require working fixed and rotational shifts supporting a 24x7 model. ## Skills ### Required - incident management - crisis response - business continuity - operations management - Jira Service Management - SQL - communication - facilitation - analytical thinking - problem-solving ### Nice to have - project management - training or simulation exercises --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8063982?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)