Director, Critical Incident & Escalation – Hybrid

職務 ID: IT 000133職務分野: Corporateカテゴリー: IT/Systemsシフト: Day Jobロケーション: Orlando, FL掲載日: 10/30/2024勤務地: HGV Windsor Building


今後のイベント 当社のミッション キャリアアップ 当社の話題を見る 関連する求人情報 受賞実績

ヒルトングランドバケーションズがユニークな理由とは？
Together, We can.
当社の最も重要な強みは、社員であると考えています。当社ブランドの文化の基盤は、それぞれの個性を生かしながら互いに高め合うことで成長することです。オーナー様とゲストの皆様に、記憶に残る体験を日々お届けできるのは、世界中の12,000人を超えるチームメンバーのおかげです。私たちの業界、さらには私たちが生活し、働く地域社会にポジティブな影響を与えるのは、当社ブランドに対するチームメンバーの才能、コミットメント、情熱です。チームメンバーはゲストの皆様に素晴らしい体験を提供することに情熱を傾けることに、そして私たちはその成果を認め、褒賞し、サポートすることに情熱を注いでいます。 バケーション業界をリードし、成長を続けるチームの一員となる絶好の機会です！
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.

  • チームメンバーの健康や財産形成を支援する福利厚生。

  • チームメンバーやご家族、ご友人向けの旅行および宿泊割引。

  • 有給休暇や柔軟な勤務時間で、健康的なワーク・ライフ・バランスを実現。

  • 楽しいアクティビティを通じて連帯感を高めるチームメンバー向けイベント。

  • 多様性と包含性に取り組む偏見のない文化。

  • 日々の業務で優れた実績を挙げたチームメンバーへのインセンティブ。