Booking Holdings Romania -Engineering Manager- Incident Management
Booking.com
Bucharest, Romania
4 zile în urmă

About us

Booking Holdings Romania is a Center of Excellence based in Bucharest, Romania and was created to support the increasing business demands of the Booking Holdings Brands.

The Center of Excellence provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of our Brands.

As part of our Booking Holdings Romania team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world through six-primary consumer facing brands : Booking.

com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com.

Job summary

The role of Engineering Manager MIM(Major Incident Management) is to primarily manage, coach and develop a team, ensuring the development of both (the individual and team as a whole) are in line with organizational objectives and direction.

Manages all activities for a major incident activity.

The core premise for MIMs (Major Incident Management) lies in treating operations incidents as real life fire drills where operations are concerned with addressing availability, scalability, latency and efficiency for Booking.

com’s systems & services. They are required to organize and drive the Incident Drill call (war room), being responsible for coordinating multiple teams to perform the expected troubleshooting work in order to fix the outage.

At its core the MIM is tasked to coordinate complex problems mitigation during incident calls, requiring a strong aptitude to communicate effectively, coordinate parallel actions and set priorities during the Drill.

MIMs can wear several hats; during the outages they are coordinators, they are scribes and they communicate proactively the status of the outage.

Once the outage is mitigated and the call finishes, they coordinate with the involved service owners and define the follow-up actions.

They are also responsible for summarizing the root cause of the drill and keeping stakeholders updated.

Tasks & Responsibilities

People Leadership

  • Inspire and motivate multiple cross functional product teams
  • Directly manage Engineers in one or multiple teams
  • Lead by example by taking ownership, being proactive and collaborating
  • Nurture, grow and develop engineering talent in the team
  • Foster a great culture that innovates, work together as a team, partner with other Booking Holdings teams and roles and celebrates unified success
  • Respects the Booking Holdings values and uses them as a guide to the way we work
  • Contribute to the evolution of best practices across the department
  • Drive a culture of ownership and technical excellence, including reactive work such as incident escalations
  • Effective Communication skills and ownership

  • Is responsible to deliver clear, well-structured, and meaningful information to a target audience by using suitable communication mediums and language tailored to the audience
  • Is responsible to achieve mutually agreeable solutions by staying adaptable, communicating ideas in clear coherent language and practicing active listening
  • Is responsible to ask relevant (follow-up) questions to properly engage with the incident firefighters and really understand what they are saying, by applying listening and reflection techniques
  • It is responsible for internal and external (vendor) escalation as required
  • Document Post Incident Reports, as well as input to the Change and Problem Management Processes as required.
  • Technical Incident Management

  • Is responsible to address and coordinate the resolution of live production issues by mitigating the customer impact within SLA
  • Is responsible to coordinate the firefighters in the call, focusing them on stopping the bleeding
  • Is responsible of opening a postmortem and engage all affected parties
  • Is responsible to keep track of incidents by contributing to postmortem processes and logging live issues
  • Is responsible of keeping the postmortem owners accountable for the follow-up actions
  • Job requirements

  • At least 3 years of experience leading and managing a team of engineers in a fast-paced and complex environment
  • Strong people management skills and experience with the ability to deal with complex people issues
  • Bachelor’s degree in Computer Science, Computer or Electrical Engineering, Mathematics, or a related field or 5 years of progressively responsible experience in the specialty as equivalent
  • Strong business and technical vision
  • A deep understanding of software development in a team, and a track record of developing and shipping software
  • Strong interpersonal skills
  • Strong work ethic; self-directed and resourceful
  • Solution oriented and result driven
  • Proactive, flexible and capable of working independently as well as working in a team
  • Excellent verbal and written communication skills
  • Analytical skills and data-driven mindset
  • Ability to multi-task & flexible attitude
  • Strong project management skills
  • Language : English
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