The MIM Team Leader is responsible for ensuring the team's success by driving and overseeing operational tasks, as well as leading the team in completing initiatives and objectives within the team's scope, while also contributing to them individually.
They support and coordinate Incident calls, following up on actions with all involved services during outages to ensure that service reliability development aligns with organizational objectives. Additionally, they act as a point of escalation and assist team members in delivering on-call activities. The operations focus on addressing availability, scalability, latency, and efficiency for Booking.com’s systems and services.
The MIM Team Leader drives the delivery of medium to large cross-team initiatives, collaborating with engineering, product, and leadership stakeholders to adapt and implement operational policies, measures, and best practices that ensure effective delivery of business value.
They own and manage outcomes within the team’s areas of responsibility by aligning and overseeing the team’s initiatives, fostering a culture of ownership and technical excellence. These initiatives focus on driving operational excellence, ensuring service health, and enabling teams across the company to achieve their SLOs and SLIs.

This role provides a hybrid way of working with an onsite presence of 2 days/week.


Key Job Responsibilities and Duties

• The MIM Team Leader treats technical incidents as real-life fire drills, addressing availability, scalability, latency, and efficiency for Booking.com’s systems and services. They are responsible for organizing and driving the Incident call, coordinating multiple teams to troubleshoot and resolve the outage.
• They coordinate the mitigation of complex problems during Incident calls, ensuring that all necessary actions are taken promptly and efficiently to mitigate the incident and minimize the impact on systems and services. Effective communication is key to coordinating parallel actions, and setting priorities during the Incident Call/ Drill.
• During outages, the MIM TL takes on multiple roles. They act as coordinators and scribes, and proactively communicate the status of the outage.
• Once the outage is mitigated and the call finishes, they coordinate with the involved service owners to define follow-up actions. They are also responsible for summarizing the root cause of the incident and keeping stakeholders updated.
• The MIM TL identifies opportunities to remove complexity in end-to-end product solutions as part of operational delivery, working closely with product and engineering managers to find the right solutions and plan for their implementation. They own, align, and manage operational outcomes across their team, enabling the team to collaborate effectively with stakeholders to drive successful delivery.
• They research, champion, and experiment with different delivery models, tools, and industry trends within a department and share these with the wider community.
• They define the reporting requirements for the team and provide clear, business-focused reports on initiatives up to the VP level, while also establishing and coordinating operational processes and meetings within the department or business unit.

Benefits:

• 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)