Incident Manager

Description :

Job Summary & Responsibilities :

Essential Job Functions :

Major Incident Management (Primary Focus) :

- Serve as the Incident Commander for all Priority 1 and Priority 2 incidents affecting resort operations, guest-facing systems, and corporate platforms

- Lead real-time incident response calls, ensuring clear ownership, task assignment, escalation, and resolution tracking

- Ensure rapid restoration of services impacting :

1. Property Management Systems (PMS)

2. Point-of-Sale (POS)

3. Reservations and booking platforms

- Mobile apps and guest experience technologies

- Network, Wi-Fi, and payment systems

- Establish and enforce global MIM standards, playbooks, and escalation paths across regions and time zones

- Act as the single point of accountability during major incidents, ensuring no gaps between technical teams and business leadership

Stakeholder & Executive Communication :

- Provide clear, concise, and timely communications to executive leadership, resort leadership, and operational teams during incidents

- Translate technical issues into business impact language relevant to guest experience and revenue

- Own executive-level incident updates, timelines, and post-incident summaries

- Partner closely with Resort Operations, Guest Services, Security, Finance, and Marketing teams during incidents

ITSM Process Ownership :

- Own and continuously improve the Major Incident Management process aligned to ITIL best practices

- Integrate MIM with related ITSM processes including :

1. Incident Management

2. Problem Management

3. Change Enablement

- Event and Monitoring Management

- Ensure seamless integration between ServiceNow (or equivalent ITSM platform) and monitoring/alerting tools

- Define and manage incident priority models based on hospitality-specific business impact

Post-Incident Review & Continuous Improvement :

- Lead post-incident reviews (PIRs) and root cause analysis sessions

- Ensure corrective and preventive actions are documented, tracked, and delivered

- Identify recurring incident trends and partner with engineering and product teams to reduce repeat failures

- Drive measurable improvements in MTTR, incident frequency, and service availability

Global Operations & Vendor Management :

- Coordinate incident response across global regions, ensuring consistent execution regardless of location

- Manage escalations with strategic technology vendors and managed service providers

- Ensure vendors meet contractual SLAs during major incidents

- Support follow-the-sun operational models and on-call rotations

Governance, Metrics & Reporting :

Define and track KPIs such as :

1. Mean Time to Restore (MTTR)

2. Incident frequency and trends

3. SLA adherence

- Customer and guest impact metrics

- Deliver regular reporting to IT and business leadership

- Support audits and compliance requirements related to service availability and operational resilience