Senior Incident Management Specialist

Agoda
Cairo, Kuala Lumpur
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Communication","Facilitation","Leadership","Negotiation","Analytical thinking"]

Lead Agoda’s response to complex incidents impacting customers, partners, and business operations. Rapidly assess severity and scope, set up structured incident command, host war-room calls, and coordinate cross-functional stakeholders through clear, audience-specific communications. Own end-to-end incident management from detection through resolution and lessons learned, driving actionable improvements to strengthen operational resilience, playbooks, and preventive action tracking.

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Agoda
Agoda
2 months ago

Senior Incident Management Specialist

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Job Summary

Lead Agoda’s response to complex incidents impacting customers, partners, and business operations. Rapidly assess severity and scope, set up structured incident command, host war-room calls, and coordinate cross-functional stakeholders through clear, audience-specific communications. Own end-to-end incident management from detection through resolution and lessons learned, driving actionable improvements to strengthen operational resilience, playbooks, and preventive action tracking.
Location: Cairo, Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Lead and coordinate CEG incident response to protect customer and partner experiences and operational stability during complex, high-impact events.
  • •Rapidly assess incident severity and impact scope, establish incident command, define stakeholder roles, and develop response strategies.
  • •Host and facilitate war rooms and incident calls, keeping focused mitigation while driving longer-term solutions and consensus with limited information.
  • •Design incident communications frameworks and templates for executives, frontline teams, customers, and partners throughout the incident lifecycle.
  • •Conduct root cause analysis, maintain incident documentation, and run lessons-learned activities to drive accountability and preventive improvements.

Key Requirements

  • •5+ years of experience in incident management, crisis response, business continuity, or operations management, preferably in travel, e-commerce, or technology.
  • •Hands-on experience with Jira Service Management or similar ITSM tooling.
  • •Exceptional communication skills to craft clear, concise messaging for technical teams and executive leadership in English.
  • •Strong facilitation abilities for leading war rooms and post-incident reviews to drive measurable outcomes.
  • •Knowledge of formal incident management methodologies (ITIL, NIMS, ICS) and business continuity frameworks.
Experience:5+ yearsTravelE-commerceTechnology
Skills:CommunicationFacilitationLeadershipNegotiationAnalytical thinking
Languages:English
Tech Stack:Jira Service ManagementSQL

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn