Senior Incident Management Specialist

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. Role Overview 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. Notably, you will drive ownership and accountability for action items during and after incidents to prevent future recurrences. You must be able to host incident calls (war rooms) to coordinate stakeholders across different business functions, while maintaining laser focus on immediate mitigation and longer-term solutions. You must be comfortable and exceptional at influencing stakeholders. The ability to navigate organizational dynamics and ensure participants remain engaged and accountable throughout the incident lifecycle is essential. Core Responsibilities Lead Agoda’s CEG response to incidents impacting customers and partners, including natural disasters, system outages, platform issues, political events, global health emergencies, or configuration issues affecting customers and internal operations. Rapidly assess incident severity and impact, establish structured incident command, define stakeholder roles, and develop response strategies balancing customer experience with business requirements. Host and facilitate war rooms during critical incidents, ensuring focused mitigation and stakeholder engagement while driving consensus on complex decisions. Design and implement communication frameworks for different audiences that provide transparency and actionable updates throughout the lifecycle. Conduct root cause analyses (lessons learned) to identify systemic vulnerabilities and drive accountability for preventative actions. Develop and maintain incident documentation including updates, reports, timelines, action trackers, and lessons learned. Create incident playbooks, templates, and decision frameworks for recurring incidents. Analyze incident patterns to identify risks and opportunities for proactive intervention. Establish relationships with key stakeholders across Agoda, Booking Holdings sister companies, and external partners to strengthen coordination during incidents. Demonstrate flexibility in working hours to support a 24x7 model; hybrid RTO model. Location: Cairo, Egypt or Kuala Lumpur, Malaysia.