Business Continuity and Resilience Specialist

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.     Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. Get to Know Our Team  The Customer Experience Group (CEG) Incident Management (IM) team at Agoda plays a critical role in ensuring operational continuity during unexpected events affecting our customers and partners. We manage the response to a wide range of technical and non-technical incidents including natural disasters, political unrest, global health emergencies, travel disruptions, and regulatory, pricing or product changes. Our team coordinates cross-functional stakeholders, develops response strategies, and implements mitigation measures to minimize impact on our customers, partners, and business operations. We are the central team with CEG that translates chaotic situations into organized, effective responses.    Role Overview  As a Senior Incident Management Specialist, you will lead Agoda's response to complex incidents that impact our customers, partners, and business operations. You will be responsible for rapidly assessing emerging situations, coordinating cross-functional teams, developing strategic response plans, and ensuring clear communication throughout the incident lifecycle with all involved parties. You will serve as the driver in CEG for incidents with technical and non-technical teams and business stakeholders, ensuring everyone understands impact, priorities, and resolution progress during these events.  This role requires exceptional leadership in ambiguous, high-pressure situations where you must make decisive judgments based on limited information and manage emotions of multiple individuals with competing priorities, often on very tight timelines. You will own end-to-end incident management from initial detection through resolution and post-incident analysis (lessons learned), ensuring we continuously improve our response capabilities.  Most critically, this role requires you to drive ownership and accountability for action items during and after incidents to prevent future recurrences. Your ability to translate insights into concrete improvements across teams will be essential for strengthening our operational resilience.  You must be able to host incident calls (war rooms) to coordinate stakeholders across different business functions, whilst maintaining laser focus on immediate mitigation while simultaneously driving longer-term solutions. As such, you must be comfortable and exceptional at influencing stakeholders. The ability to navigate organizational dynamics, gain commitment from teams without direct authority, and ensure participants remain engaged and accountable throughout the incident lifecycle is a must. You must be able to think critically and challenge conventional approaches, asking questions to identify further problems or connections.    Core Responsibilities  * Lead and coordinate Agoda's CEG response to incidents impacting customers, partners and/or CEG’s ability to maintain operational stability. This includes natural disasters, system outages, platform issues, political events, global health emergencies, or configuration issues (pricing, promotion, etc.) affecting our customers, partners, and internal operations.  * Rapidly assess incident severity/classification and impact scope, establish structured incident command, define clear stakeholder roles, and develop comprehensive response strategies that balance customer experience with business requirements.  * Host and facilitate effective war rooms during critical incidents, ensuring focused mitigation efforts while maintaining stakeholder engagement and driving consensus on complex decisions with limited information.  * Design and implement communication frameworks for different audience types (SLT, frontline, customers, partners) that provide appropriate transparency and actionable updates throughout the incident lifecycle.  * Conduct thorough root cause analysis sessions (lessons learned) that identify systemic vulnerabilities, transform incidents into organizational learning opportunities, and drive accountability for preventative actions across teams.  * Develop and maintain comprehensive incident documentation, including incident updates, reports, timelines, action trackers, and lessons learned that capture essential context, insights and future actions.  * Create and regularly update incident response playbooks, communication templates, and decision frameworks that enable swift, consistent responses to recurring incident types.  * Analyze incident patterns and trends using data visualization and analytical techniques to identify emerging risks, recurring issues, and opportunities for proactive intervention.  * Establish strategic relationships with key stakeholders across Agoda, Booking Holdings sister companies, and external partners to strengthen coordination capabilities during incidents.  * Challenge conventional thinking and apply creative problem-solving approaches that reveal innovative solutions to complex incident scenarios.  * Provide coaching and mentoring to stakeholders on effective incident response techniques, ensuring organizational capability development beyond the immediate team.    The candidate should meet the following requirements  * 5+ years of experience in incident management, crisis response, business continuity, or operations management, preferably in the travel, e-commerce, or technology sectors.  * Hands-on experience with Jira Service Management or similar ITSM tooling.  * Exceptional communication skills with an ability to craft clear, concise messaging tailored to different audience types, from technical teams to executive leadership in English.  * Strong facilitation abilities for leading structured discussions, war rooms, and post-incident reviews to drive measurable outcomes.  * Adaptability and resilience in high-pressure situations with the ability to maintain clear thinking and effective decision-making during prolonged incident response.  * Analytical mindset with capacity to identify patterns across incidents, recognize systemic issues, and translate insights into actionable improvement recommendations.  * SQL knowledge is a must have as this role requires significant data extraction, review and presentation to support data-driven decision making. Experience with data analysis and visualization techniques is essential.  * Excellent listening and negotiation skills, a critical thinker with attention to detail – are key components of the role.  * Ability to work both in a highly diversified team environment and autonomously, with a high degree of integrity and confidentiality.  * Knowledge of formal incident management methodologies (ITIL, NIMS, ICS) and business continuity frameworks.  * Demonstrate flexibility in working hours as required by the business, given the role may require working fixed and rotational shifts supporting a 24x7 model.    Not required but good to have  * Project management experience, demonstrating the ability to track multiple workstreams and dependencies.  * Experience creating and delivering training or simulation exercises to build organizational response capabilities.    Working Hours  As the team and operations continue to scale, the role will require the need to support a 24/7 operating model within a hybrid RTO model.     Location  We welcome applications from employees based in Cairo (Egypt) or Kuala Lumpur (Malaysia) supporting the core hours mentioned above. No relocation/visa support will be provided for this role.        PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

WHAT WE’RE ALL ABOUT: Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity!  But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain. Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities. IOT… A FANCY ACRONYM OR A SECRET CODE? The Internet of Things (IoT) is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected. The role  The company is seeking an experienced Lead Systems Engineer with extensive security and disaster recovery experience to provide technical leadership ensuring that Operating Companies (OpCos) implement and maintain effective security controls, disaster recovery (DR), and business continuity measures in line with Group policies.   In addition to hands-on engineering responsibilities, this role includes team leadership and capability development, ensuring that local and central engineering teams are effectively guided, supported and aligned with Group strategy. This hands-on role will leverage strong systems engineering expertise to support local IT teams in defining, implementing, and rigorously testing Disaster Recovery plans, as well as enhancing defences against ransomware and other cyber threats.  Key relationships  Systems Engineers will work closely with the Group Infrastructure team, as well as local IT and operations teams in each operating company.   They will collaborate with the CISO and wider security operations function to align infrastructure controls with group security strategy, provide technical guidance to application owners and platform specialists. Responsibilities include:  * Security Engineering & Compliance * Oversee and coordinate security engineering activities across teams, ensuring consistent standards and effective delivery. * Guide OpCos in the deployment, configuration, and optimisation of security tools (e.g. Entra, MFA, SSO, Endpoint protection, Network segmentation, PAM, SIEM, Backup and recovery solutions). * Review local and cloud implementations to ensure technical alignment with Group security standards, toolsets, monitoring and reporting requirements. 4Assist in incident response activities, particularly ransomware scenarios, ensuring containment and recovery are technically robust.  * Disaster Recovery & Business Continuity * Partner with local IT teams to design and document DR plans for critical business systems. Across a wide range of cloud and on-premises infrastructure, including Windows, Linux, Containerised and Cloud native environments. * Lead technical DR testing exercises, including Tabletop, system failover, systems and data recovery, and backup validation.  * Analyse test outcomes, identify gaps, and provide practical remediation guidance. * Ensure recovery time objectives (RTOs) and recovery point objectives (RPOs) are understood, realistic and met. * Coordinate cross-team DR readiness efforts and ensure accountability for remediation actions. * Technical Support & Collaboration * Act as a technical mentor to local IT teams, providing engineering-level guidance on system hardening, patch management, and resilience strategies. * Provide day-to-day leadership to engineers, including task prioritisation, workload management and technical oversight. * Conduct knowledge sharing sessions and promote best practices across teams. * Develop standardised runbooks and technical playbooks for ransomware prevention, response, and recovery.  * Continuous Improvement * Work with the CISO and Security team to track emerging security threats and recommend technical improvements to security and resilience tooling. * Support the integration of cloud-based and on-premises systems into DR strategies. * Provide input into Group-wide security awareness initiatives, ensuring technical accuracy.  Expertise Required  * Strong background as a Systems Engineer / Infrastructure Engineer with significant exposure to IT Security and resilience.  * Demonstrated experience leading or mentoring systems engineering teams in a technical environment * Proven track record in designing and testing Disaster Recovery solutions across multiple technology stacks.  * Familiarity with backup solutions, replication technologies, and high-availability architectures.  * Knowledge of cybersecurity frameworks (ISO 27001, NIST, CIS Controls) and security tooling (EDR, SIEM, vulnerability management).  * Excellent troubleshooting and problem-solving skills in complex environments.  * Strong interpersonal skills, able to engage effectively with global teams.  * Proven experience with zero trust security models in hybrid environments, least privilege enforcement, Privileged Access Management (PAM),   * Strong knowledge of networking (routing, firewalls, segmentation, VPN, DNS, load balancers).  * Practical expertise in AWS and/or Azure platforms, IAM, and cloud security controls.  * Administration and hardening of VMware vSphere infrastructure.  * Hands-on experience with Kubernetes.  * Proficiency with Windows Server and Linux.  * Advanced scripting and automation skills (PowerShell, Python, Bash, Terraform, Ansible).  * Experience managing M365/Entra ID, SSO, MFA, and conditional access.  * Experience with vulnerability management using tools such as Tenable.io.  * Experience working in multi-national environments with diverse technical standards.  * Knowledge of telecoms or IoT-related infrastructure.  Behaviours  Successful candidates will demonstrate a hands-on, problem-solving mindset, with a strong focus on delivering secure and resilient systems. They will be collaborative team players, able to work effectively with colleagues across geographies and technical disciplines. A proactive approach to automation, standardisation, and continuous improvement is essential, along with a willingness to challenge legacy practices and adopt modern, secure alternatives. Above all, they will act with integrity and accountability, ensuring that security and resilience remain at the forefront of their work.  Why work with us?  * The opportunity to work for an entrepreneurial Company    * Full training, ongoing support, and the tools you need to grow and develop in your role   * We are a company with a heart and who genuinely values and respects its employees * A key role in delivering and strengthening resilience across a global organisation.  * Opportunities to drive critical disaster recovery and security initiatives across multiple regions.  * Exposure to complex hybrid cloud and telecoms infrastructure Who are we?  A new thing, device or asset is connected to Wireless Logic’s cellular platform every 18 seconds of every day. And today, Wireless Logic Group has over 6 million IoT SIM subscriptions active in 165 countries, with collaborative partnerships that provide reach into more than 750 global networks.   The group is entirely customer and market-driven, meeting customers where they are to help them innovate by providing expert service and the most flexible, resilient, and secure connectivity solutions in the market.   Wireless Logic’s purpose-built IoT connectivity platforms connect (globally and locally) across multiple mobile networks and technologies to give customers a single management window for their assets. It provides the ultimate connectivity, control, and security.   Wireless Logic Group is backed by Montagu Private Equity, one of the world’s leading private equity-backed investors, giving Wireless Logic Group unrivalled financial strength.  Where do I apply?  If this sounds like a role you are interested in please submit your application directly through our website including your CV.  Wireless Logic LTD are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.  We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.   Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.   By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us (recruitment@wirelesslogic.com) and we will respond to your query as soon as possible.