Incident Management Specialist
Posted 14 Jul 2026
Advertised as “Senior Incident Management Specialist”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- Individual contributor
- Employment
- Hybrid
- Visa sponsorship
- Not offered
No salary listed for this role.
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.