IT Escalation Manager

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!
  
  

Essential Job Functions

• Responsible for identifying critical issues that require immediate attention. Respond promptly to these issues to minimize disruption and ensure swift resolution.
• Coordinate with various teams, including technical support, engineering, and Service Desk, to gather information and address the issue effectively
• Ensure proper documentation of incidents, including the nature of the issue, steps taken to resolve it, and any follow-up actions
• Analyzing recurring issues and incidents to identify gaps in existing processes and suggests improvements to enhance efficiency and reduce the likelihood of future escalations.
• Execution of the enterprise process, including management of incident queues, escalation as required to ensure that incidents are resolved timely
• Develop usable reporting dashboards in ServiceNow for IT team members and Leadership.
• Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause
• Provides input to Problem Management for the analysis of Incident data and identification of trends
• Be accountable for the delivery of service to IT end users globally
• Facilitate Post Incident Reviews (PIR)
• Management of SLA’s (Service Level Agreements) with the End User services teams/suppliers
• Support the development of the appropriate service culture within the internal and external delivery teams
• Provide inputs to the Problem Management process to prevent repeated incidents and to minimize the impact to of incidents that cannot be prevented
• Develop comprehensive escalation policies and procedures.
• Regularly reviewing and updating policies to reflect changes in business operations and customer expectations.
• Training staff in escalation protocols and best practices.
• Assist with delivery of consistent Service Delivery reporting
• Provide data, input and commentary for reports relating to Incident Management
• Update Event News with the progress of the recovery
• Update management on the progress of the recovery, as required
• Initiate management escalations as necessary
• Manage the information distributed on the conference bridges established for communications during a P1 event
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.
  
  

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• At least three years’ experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL, ServiceNow and COBIT.
• Experience working with IT systems and software such as SolarWinds, AppDynamics, and DataDog
• Strong technical background to understand and address complex issues. This includes proficiency in relevant technologies, software, and systems used within the organization.
• Possess excellent problem-solving skills to analyze issues, identify root causes, and implement effective solutions promptly.
• Effective communication to convey complex technical information to both customers and internal teams clearly and concisely.
• Customer-centric approach for addressing customer concerns, managing expectations, and ensuring a positive customer experience even during escalations
• 2 years of supervisory experience
  
  

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.

We offer an excellent benefit package to our full-time Team Members that include Day One medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!

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 reasonable 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.