Director, Critical Incident & Escalation - Hybrid

Hilton - Orlando, FL

Full-time - Senior

Orlando, FL

Accommodation

About the position

The Director of Critical Incident and Escalation at Hilton Grand Vacations is responsible for leading the organization's response to high-impact incidents and managing escalations to ensure prompt resolution and minimal disruption to operations. This role involves developing and implementing incident management plans, coordinating with various collaborators, and supervising the critical issue process to effectively address and resolve sophisticated issues.

Responsibilities

• Develop and maintain Incident Response Plans outlining procedures for managing critical incidents.
• Communicate pertinent information to foster a positive work environment.
• Conduct regular risk assessments to identify potential threats and vulnerabilities.
• Lead and coordinate responses to critical incidents, including outages and major events.
• Conduct post-incident reviews to identify root causes and recommend improvements.
• Analyze incident trends to identify areas for improvement and implement preventive measures.
• Coordinate with Delivery Teams on escalations and service delivery issues.
• Drive documentation of knowledgebase content for internal support.
• Develop and implement operational metrics to measure performance against business objectives.
• Provide reports to upper management on operations metrics for critical incidents.

Requirements

• 7+ years of related experience
• 4+ years of director experience
• Complete understanding of IT disciplines such as technology infrastructure and technical support
• Effective communication and interpersonal skills
• Experience with ITIL principles and project management

Benefits

• Health insurance
• Dental insurance
• Tuition reimbursement
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Paid vacation time
• Paid sick days