About Agoda

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. Every day, we connect people to destinations and experiences, with our great deals across

our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If

you’re ready to begin your best journey and help build travel for the world, join us.

Get to Know Our Team

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.

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.

Core Responsibilities

Lead and coordinate Agoda's CEG response to incidents impacting customers, partners and/or CEG’s ability

to maintain operational stability. This includes natural disasters, system outages, platform issues, political events, global

health emergencies, or configuration issues (pricing, promotion, etc.) affecting our customers, partners, and internal

operations.

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.

The candidate should meet the following 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. Experience with data analysis and visualization techniques is essential.

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.

Not required but good to have

Project management experience, demonstrating the ability to track multiple workstreams and dependencies.

Experience creating and delivering training or simulation exercises to build organizational response capabilities.

Working Hours

As the team and operations continue to scale, the role will require the need to support a 24/7 operating model within a hybrid RTO

model.

Location

We welcome applications from employees based in Cairo (Egypt) or Kuala Lumpur (Malaysia) supporting the core hours mentioned

above. No relocation/visa support will be provided for this role.

PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.

DISCOVER MORE ABOUT WORKING AT AGODA

Agoda Careers https://careersatagoda.com
Facebook https://www.facebook.com/agodacareers/
LinkedIn https://www.linkedin.com/company/agoda
YouTube https://www.youtube.com/agodalife

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize

attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at

Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity

regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity,

disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details

removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited

third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the

candidate directly without any obligation to pay a recruitment fee.

Role

Senior Incident Management Specialist

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