Director, Critical Incident & Escalation - Hybrid

Job Description WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY* At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals. Here's why you will love it here: * Recognition Programs and Rewards * Excellent health care options, including medical, dental, and vision * A people-first culture * Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. * Perks at work: Employee Pricing platform * Employee Assistance Program that supports your physical and mental well-being. * Paid Vacation Time and Paid Sick Days * 401(k) program with company match * Tuition reimbursement programs * Numerous learning and advancement opportunities * And more! What Will I be Doing? The Director of Critical Incident and Escalation 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 address and resolve sophisticated issues effectively. You are responsible for driving company success through performing the following tasks to the highest standards: * Development and maintenance of Incident Response Plans that outline the procedures for identifying, managing, and mitigating critical incidents according to standard methodologies. * Accurately communicate pertinent information to create a work environment that lends itself to the best interests of department and customer service * Regularly conduct risk assessments to identify potential threats, vulnerabilities and opportunities to develop plans and implement measures to mitigate risks before they intensify into critical incidents * Lead and coordinate the response to critical incidents, including product or vendor outages, internal applications, and other major events. * Conduct post-incident reviews to identify root causes, document lessons learned and recommend improvements. * Analyze incident trends and call out patterns to identify areas for improvement and implement preventive measures. * Coordinate with Delivery Teams on Escalations, Service Requests, Problem Reviews, and other service delivery issues. * Drive the documentation of knowledgebase content for internal runbooks and self-service articles for end user support.. * Develop and implement operational metrics that measure performance relative to identified business objectives. * Provide weekly, monthly, and ad hoc reports to upper management on Operations metrics/KPI's for critical incidents and reoccurring problems. * Act as a point of escalation for difficult or unresolved issues. * Remains on-call during off-peak hours to respond to raised support service issues. Qualifications What Are We Looking For: Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience: * 7+ Years related experience * 4+ Years Director Experience * Complete understanding of the IT disciplines within their area of responsibility such as technology infrastructure, technical support, networking, computer operations, telecommunications, end-user computing, supplier and vendor management, and service center operations. * Effective communication and interpersonal skills, with the ability to manage partner expectations and coordinate across teams. * Experience with ITIL principles and project management. HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we've received is the continued loyalty of our Owners, Members and Guests. We've also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices. * Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Created: 2024-11-03