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. Our team coordinates cross-functional stakeholders, develops response strategies, and implements mitigation measures to minimize impact on our customers, partners, and business operations. We are the central team with CEG that translates chaotic situations into organized, effective responses.
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. You will serve as the driver in CEG for incidents with technical and non-technical teams and business stakeholders, ensuring everyone understands impact, priorities, and resolution progress during these events.
This role requires exceptional leadership in ambiguous, high-pressure situations where you must make decisive judgments based on limited information and manage emotions of multiple individuals with competing priorities, often on very tight timelines. You will own end-to-end incident management from initial detection through resolution and post-incident analysis (lessons learned), ensuring we continuously improve our response capabilities.
Most critically, this role requires you to drive ownership and accountability for action items during and after incidents to prevent future recurrences. Your ability to translate insights into concrete improvements across teams will be essential for strengthening our operational resilience.
You must be able to host incident calls (war rooms) to coordinate stakeholders across different business functions, whilst maintaining laser focus on immediate mitigation while simultaneously driving longer-term solutions. As such, you must be comfortable and exceptional at influencing stakeholders. The ability to navigate organizational dynamics, gain commitment from teams without direct authority, and ensure participants remain engaged and accountable throughout the incident lifecycle is a must. You must be able to think critically and challenge conventional approaches, asking questions to identify further problems or connections.