- Manage and resolve critical P1/P2 incidents within Service Level Agreements (SLAs).
- Assemble and lead an ad hoc Incident Response Team (IRT) composed of specialists from engineering, infrastructure, network, database, and other relevant groups.
- Provide timely and effective communication updates about incidents to customers and internal stakeholders.
- Thoroughly document incidents, ensuring all details are captured accurately for future reference.
- Monitor and analyze incident trends to identify areas for product stabilization and process improvement.
- Collaborate with IT, Infrastructure, and Engineering teams to enhance incident management processes.
- Ensure proactive application monitoring to alert teams before a P1 incident is registered.
Knowledge, Experience & Skills:
- Proven experience in managing a Critical Incident Management (CIM) function.
- Ability to lead and coordinate cross-functional teams in time-sensitive situations.
- Strong skills in crafting and publishing business-critical communications to customers and stakeholders.
- Demonstrable experience in process improvement and management involving multiple technical stakeholders.
- Knowledge and experience with cloud support functions preferred.
- Experience in SaaS or cloud environments preferred.
- Understanding of the travel domain (NDC, Airlines) preferred.
- 6-10 years of management experience.
What do we offer
- An opportunity work on the future of travel industry in market leading company - NDC (New Distribution Capability)
- Open culture and challenging opportunity to satisfy intellectual needs
- Flexible working hours, hybrid remote/office working environment
- Excellent, dynamic and multicultural environment
