Booking Holdings Romania - MIM Specialist
Humanity
Bucharest, Romania
4 zile în urmă

Abous 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

T he MIM Project Manager will ensure that the projects of CP teams (Service Health, Az Fail-Over, ADS, Platform Engineering, Central SRE Tooling) are managed in a consistent manner, whilst working with the business units & central functions outside the Central Product team (such as Tech, ABU and FP&A) to build engagement and where needed governance over decisions needed for work to be signed off.

In some cases, the role requires dealing with external vendors and managing external stakeholders.

First and foremost, the MIM Project Manager will ensure the team's roadmaps / plans focus on agreed business priorities, dependencies and strategies designed based on data and business needs, and delivers against the shared objectives & goals.

The role of the MIM(Major Incident Management) is primarily to manage the Incident Calls and follow up on the actions with all involved services in the outage, ensuring the service reliability development is in line with organizational objectives and direction.

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.

B.responsible

  • Effective Communication skills and relationship management
  • 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
  • Excellent communicator with strong written and verbal communication and presentation skills.
  • Ability to deal with ambiguity & conflicting priorities.
  • Skilled negotiator who focuses on win-win solutions to tough challenges
  • Ability to work with, influence and align with multiple stakeholders across all levels of the organization.
  • Able to drive collaboration across teams and stakeholders, building solid working relations and a team player
  • 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
  • Good reporting skills - Able to extract the comprehensive reports out of the data collected after an outage.
  • Organized & structured
  • Organized, with a natural inclination for planning, and capable of responding to change
  • Acute business acumen and understanding of organizational issues & challenges
  • Result oriented & customer focused
  • Proven analytical and problem-solving skills with excellent organizational agility and able to meet tight deadlines and prioritize in a rapidly changing environment
  • B.skilled

    Experienced project manager with 2-5 years and a proven track record in successfully managing Incident Response activities and deep understanding of SLAs / SLOs as part of the a project lifecycle.

  • Proven ability to navigate & execute projects in an agile environment, without over-engineering things
  • Enjoys a fast paced, dynamic environment, hands-on and able to work under pressure
  • Proactive, pragmatic, able to solve several impediments by him / herself & can-do mindset
  • Trouble-shoots problems that come up during projects
  • Be able to align stakeholders and drive virtual teams supporting your project.
  • PMP or Agile Project Management or equivalent certification is preferred.
  • Solid understanding of change management and able to guide people through change.
  • Ideally, experience in similar industries and / or business projects.
  • B.offered

  • Contributing to a high scale, complex, world renowned product and seeing real-time impact of your work on millions of travelers worldwide Working in a fast-paced and performance driven culture
  • Technical, behavioral and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences and active community participation
  • Competitive compensation and benefits package
  • Vast amounts of data to validate your ideas and the opportunity to experiment with real users.
  • Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

    We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

    Pre- Employment Screening :

    If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law.

    Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the open position at Booking.com.

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