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Tews Company
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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.
Director, Critical Incident & Escalation
2101 Park Center Drive Suite 300 Orlando, FL 32835 US
Job Description
Director, Critical Incident & Escalation
Ideal candidate is based in Central Florida but open to remote with travel
Enterprise client in growth mode
Excellent benefits including unlimited PTO, Bonus, LTI, Medical, Dental, Vision, Disability & Life Insurance, 401 w/ match, Pet Insurance, Travel Benefits
Your Career, Your Choice: Partner with TEWS for Tailored Job Placements and Exceptional Opportunities!
Ideal candidate is based in Central Florida but open to remote with travel
Enterprise client in growth mode
Excellent benefits including unlimited PTO, Bonus, LTI, Medical, Dental, Vision, Disability & Life Insurance, 401 w/ match, Pet Insurance, Travel Benefits
Your Career, Your Choice: Partner with TEWS for Tailored Job Placements and Exceptional Opportunities!
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.
- 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.
- 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.
Tews is an equal opportunity employer and will consider all applications for employment without regards to age, color, sex, disability, national origin, race, religion, or veteran status.
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