Director, Critical Incident & Escalation – Hybrid – Orlando, FL

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.