Candidatul Ideal
- Bachelor Degree
- 3 to 5 years of relevant experience
- Incident Management
- Delivery Management
- Process Management
- Project Management
- Operational Excellence
- Communication (written & verbal)
- Collaboration
- Stakeholder Management
Descrierea jobului
MIM Analysts are required to organize and drive the Incident call, being responsible for coordinating multiple teams to perform the expected troubleshooting work in order to fix the outage and communicate to all stakeholders about the incident evolution and expected resolution details.
In their down time, the MIM Analysts run several projects related to operational excellence and/or follow up on actions that ensure services operate in good state, and that SLIs and SLOs are met by different teams in the company.
Key Job Responsibilities and Duties
- Treating technical incidents as real life fire drills, with addressing availability, scalability, latency and efficiency for Booking.com’s systems & services. They are required to organize and drive the Incident call, being responsible for coordinating multiple teams to perform the expected troubleshooting work in order to fix the outage
- MIM owns, aligns and manages operational outcomes across multiple teams, working closely with key engineering, product stakeholders
- MIM shares operational delivery best practices and processes to manage small/medium complex projects based on individual experiences and learning outcomes with the wider community
- Coordinate complex problems mitigation during incident calls, requiring a strong aptitude to communicate effectively, coordinate parallel actions and set priorities during the Incident Call/Drill
- MIM roles & responsibilities: 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 incident and keeping stakeholders updated
- MIM finds opportunities to remove complexity in end-to-end product solutions (cross tracks), as part of operational delivery
- Health insurance
- Prepaid medical subscription (Regina Maria)
- Life insurance
- Meal vouchers
- Learning wallet
- Travel benefit
- Annual vacation leave of 25 business days, pro rata with the working period
- Birthday day off
- Summer break (short Fridays during summer)
- Work from Abroad program (up to 20 days/year in EU)
- Floating days off
- 2 Volunteer days/ year
- Home office one-time bonus
- Bookster
- Linkedin learning platform
- Headspace
- Employee discounts (travel, gym, dental, vision)
Descrierea companiei
Booking Holdings Center of Excellence is part of Booking Holdings, the world's leading provider of online travel and related services, with a rich heritage of digital innovation. The Center provides access to specialized and highly skilled talent, supports projects powered by new and emerging technologies, leverages industry best practices, and fosters collaboration opportunities across all of the Booking Holdings brands, including Booking.com, Priceline, Agoda, KAYAK and OpenTable.
If you are interested to find out more about the Booking Holdings Center of Excellence visit our website: www.bookingholdings-coe.com.
Booking Holdings (NASDAQ: BKNG) is the world’s leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world.
- 25 Ian. 2025
CUSTOMER SUPPORT ANALYST POLISH+ENGLISH (HYBRID)
Ascensos Contact Centres Romania SRL
București6000 - 6500 RON net / lună
