Airbnb is hiring a

Senior Critical Incident Manager

San Francisco, United States

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

As part of Reliability engineering, the Global Incident Management team is integral to the overall success of Airbnb’s mission. This is accomplished by providing a seamless technical experience for both external and internal customers. While our primary focus is on response, the role provides an opportunity to work on preventative projects as well. We believe that by investing in proactive measures, the need for response can be significantly reduced. 

Position Details: 

Airbnb is looking for a dynamic, multitasking, collaborative leader with a strong history in Major Product Incident Management to join our 24/7 global team. 

This role plays a pivotal part in providing emergency response, technical resolver engagement and communication. The ideal candidate has experience working in a fast-paced multi-technology environment, is passionate about troubleshooting, and excels at driving the restoration of mission-critical services.

Incident Management Engineers require a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world class experience for our customers. 

You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. The candidate must have the leadership presence and communication skills to effectively work with teams at all levels of their organization.  Your actions and decisions are not only fundamental to helping protect our most critical customers but also for safeguarding the Airbnb brand and core values. 

Responsibilities

Response: 

  • Act as an on-call Incident Commander, responsible for coordinating and managing incident resolution with a high level of efficiency, cross-functional collaboration, and accuracy, while collaborating with a global and diverse set of stakeholders, including Product, Policy, and Legal.
  • Identify and classify incidents based on customer and operational impact.
  • Perform technical risk analysis and govern resolution decisions

Communications/Partnerships

  • Articulate technical issues in a meaningful way to both engineers and executive level management
  • Provide timely and accurate incident communication updates to key stakeholders
  • Collaborate and maintain relationships with all resources associated with incident response

Post Incident Work

  • Lead and/or participate in Post Incident review meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement
  • Identify persistent or recurring problems and recommend creative solutions

Non-incident work

  • Conduct/participate in enterprise-wide drills to prepare for and ensure efficient incident response and drive best practices
  • Execute on and deliver complex operational projects involving a wide range of stakeholders.
  • Ensure Airbnb's incident management methodologies, tools, and skills are best-in-class by identifying technical and procedural opportunities and driving creative solutions that  increase the efficiency and effectiveness of the response programme.
  • Create/Update relevant documentation, troubleshooting guides, and other key documentation as needed.
  • Train, guide, and advise stakeholders on the Incident Management Process 
  • Undertake ad hoc administrative tasks to assist with reliability operations

The Airbnb Critical Incident Management team is hard working, highly adaptable and constantly evolving. We are passionate about our people, product, and we are here for the benefit of our customers. We have high expectations and a career at Airbnb means challenging yourself to always be better.

A good fit for our team is somebody who is: 

  • Passionate about taking ownership and managing complex incidents
  • Demonstrates technical excellence by applying engineering principles to solve complex problems
  • Capable of navigating a fast-paced dynamic environment while developing strategic and rapid fixes to high intensity problems.
  • Effective and engaged as part of a geographically distributed team.
  • A perfectionist with a keen eye for detail and a high bar for quality.
  • A born multitasker with the ability to maintain composure under pressure with continual context switching.
  • Equally content working as part of a team as well as in an individual contributor capacity. 
  • Flexible, with the understanding that on when required, work will be outside of standard business hours

Qualifications / Experience: 

  • Incident management experience, specifically with critical incident command 
  • Software Engineering/Development/Technical Program Management experience
  • ITIL, PMP, Six Sigma with demonstrated application or significant related experience
  • Advanced understanding of modern productivity tools such as G-Suite, Slack, and Jira
  • Experience with monitoring and analysis tools such as Datadog, Splunk
  • Background and understanding of the challenges in a global, distributed, always-on business that is continually evolving
  • High Degree of ownership in all matters within IT infrastructure and root cause analysis
  • Proven ability to manage complex tasks
  • Track record of identifying gaps, gaining support and leading to completion
  • Strong reporting and analytics experience

The starting base pay for this role is between $132,000 and $164,000. The actual base pay is dependent upon many factors, such as: education, experience, and skills. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits

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