Incident Manager

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
 
The Incident Manager is responsible for leading the resolution of critical incidents affecting critical business applications at Airbnb. The candidate will work with a team of global Incident managers in a follow the sun model. Candidates must have experience in, and not limited to, support operations, escalation management and critical incident response. The ideal candidate will lead the incident response, including communications to key stakeholders and executives, restoration activities for application and system outages, and follow-up data analysis and documentation. This role will involve a significant amount of autonomy so the candidate should be comfortable working with little direction, thrives in a fast paced and ever changing environment and can communicate upwards with aplomb.

The candidate will work with other IT teams, business units, and vendors to triage, develop restoration plans, and execute on plans to recover application and supporting systems.

Responsibilities:

  • Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
  • Coordinate all resources and vendors in triage, root cause analysis, and restoration for critical application and system incidents
  • Provide on-­call support for critical customer facing applications
  • Coordinate with other Incident Leads and vendors and conduct formal incident handoff to ensure global coverage and continuity of restoration efforts
  • Partner with and maintain relationships with external resources that could be associated with incident response
  • Own business and technical communications on incident status as well as monthly reports on overall operations health and system performance
  • Provide updates to senior Leadership on incidents, status and team response
  • Ensure timely execution of scheduled and repeatable processes such as critical incident notifications and event alerts.
  • Oversee and lead stabilization work and fine­-tuning of applications
  • Identify persistent or recurring problems and recommends creative solutions
  • Review and revise incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
  • Create/Update system documentation, troubleshooting guides, and other key documentation needed.
  • Train, guide, and advise associates on the Major Incident Management Process
  • Develop and produce metrics reports on application performance and SLAs
  • Perform other administrative activities in support of application operations

Requirement:

  • 5+ years as Technical Project Manager or Incident Lead
  • 3+ years of experience as production support/operations lead.
  • Knowledge of architecture of contact center and CRM solutions.
  • Genesys experience preferred.
  • B.S. in computer science or relevant work experience in information technology
  • Excellent communication and interpersonal skills, must be able to talk to non­-technical business clients in being able to clarify functional requirements

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