Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
BizTech fosters culture and connection at Airbnb by providing reliable corporate tools, innovative products, and technical support for all teams. We drive technical breakthroughs and strategies that redefine what it means to belong anywhere, delivering greater value for the business and our people. The Global Operations team at BizTech manages production services across Airbnb’s corporate environment, delivering reliable operations through Observability, Incident Management, Core Operations, and AI-enabled automation. We partner across BizTech to scale service quality, efficiency, and resilience.
The Difference You Will Make:
As the OpsEng Manager for APAC, you will lead a high-performing regional team to achieve operational reliability, scaling our AI-enabled operations model, and ensuring BizTech teams can focus on their core engineering work with confidence. Your team provides triage and resolution, proactively monitors networks, systems, applications, and cloud services via our observability platform, and drives process excellence, develops automation, and shift-left programs to offload operational work from engineering teams.
A Typical Day:
- Lead and develop a high-performing team of Operations Engineers; set goals, coach, run on-call, and plan capacity for 24x7 coverage aligned with global partners.
- Own operational execution, oversee ticket queues and SLAs; drive continuous improvement in MTTA/MTTR; ensure disciplined triage, troubleshooting, and resolution for incidents and requests.
- Elevate observability: partner with the team to mature monitoring/logging, ensure alerts are meaningful and actionable, operationalize runbooks and standards.
- Lead incident management in region, uphold incident commanding quality, postmortem rigor, AAR participation, coordinate handoffs.
- Drive Shift Left and operational readiness: standardize onboarding of new/changed services; build training, documentation, and governance; measure offload impact and service quality improvements.
- Scale with automation and AIOps, partner on initiatives to reduce manual work, improve accuracy, and enable agentic assistance in operations tasks and incident response.
- Partner and communicate with BizTech stakeholders and fellow Ops leaders, represent the APAC region in planning, status, and reliability forums; provide insights and recommendations grounded in data.
- Collaborate on metrics, reporting, and governance: define and track operational KPIs/OKRs, maintain dashboards and cadences that drive accountability and improvement.
- Manage budgets and vendors supporting operations initiatives; ensure ROI, capability alignment, and economies of scale.
Your Expertise:
- 10+ years of experience in IT Operations engineering and support management.
- Proven expertise in navigating complex, dynamic corporate production environments, including observability, infrastructure, applications, SaaS, cloud technologies, and the latest advancements in AIOps.
- Good development background and code literacy for designing and engineering effective solutions.
- Experienced in managing and developing multi-location teams, fostering growth and collaboration.
- Demonstrated financial acumen with the ability to establish and oversee budgets.
- Exceptional project management, communications, and interpersonal skills
- Well versed in ticket management systems.
- Hands-on management experience with automation, infrastructure as code, configuration management, and continuous delivery processes.
- Thrives in fast-paced, high-pressure environments.
- Willingness to travel as required.
Our commitment to Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: [email protected].
