Major Incident Manager

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:
• Property Management Systems (PMS)
• Point-of-Sale (POS)
• 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:
• Incident Management
• Problem Management
• 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:

• 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 ServiceNow
• Experience working with IT systems and software such as SolarWinds, AppDynamics, Azure DevOps 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 Mean Time to Restore (MTTR)
• Incident frequency and trends
• 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