Job Description

HYBRID

Who we are: Groups360 is a booking engine for meeting space founded in 2014 by former Gaylord Entertainment executives Dave Kloeppel and Kemp Gallineau. Groups360 was created with a singular goal — to empower meeting planners by bringing innovation, transparency, and simplicity to the decades-old problem of booking groups. The company’s technology, GroupSyncTM, enables suppliers to distribute inventory, engage with planners, and optimize group revenue. GroupSync also equips planners to search and shop hotels worldwide and book rooms and space directly, online, or through a simplified RFP process. GroupSync is the first distribution channel to offer online booking for both group hotel rooms and meeting space. Groups360 has offices in Nashville, London, and Singapore.

Our Partners: In 2019, major hospitality players Accor, Hilton, IHG and Marriott, invested a combined $50 million in Groups360 to help fuel instant-booking development. In 2022, the world’s largest alternative asset manager Blackstone Innovations Partners, New York Hedge fund Fir Tree Partners, and property and technology investment firm, Zigg Capital invested a combined $35 million in Groups360 to help drive the industry wide transformation, making group travel simple.

Life at Groups360: Groups360 is an innovative, high-growth company with offices in Nashville, London and Singapore. Groups360 is an equal opportunity employer, and our dedication to promoting diversity, multiculturalism and inclusion is reflected in the foundation of all we do.

Who we’re looking for: The demand for Groups360 products and services is at an all-time high. So, we are looking for ambitious, self-starters who want to impact the $1 trillion meetings and events industry. Successful team members have been those with the desire to be a part of a high- growth team and organization that finds and solves problems individually and as part of a team. If you’re looking to be a part of a fast-paced, highly motivating and rewarding environment at the intersection of hospitality and technology, then your next career starts here!

The role: The Manager, Incident Response Management will oversee the Software Support Engineering team and manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. This role will own theexecution and development of the Incident Management Program and will be responsible for building and maintaining partnerships with major stakeholders crucial to the successful delivery of Incident Response services.

What you will do:

• Lead and manage a small team of software support engineers focused on incident management.
• Manage all aspects of technical incident responses from initiation to conclusion.
• Assess the nature of the incident and determine what resources are needed to resolve the situation and restore service.
• Coordinate all efforts to contain and resolve the incident.
• Lead communications with the team, internal and external stakeholders, and others to provide updates.
• Document all activities occurring during the incident following policy and using established methodologies.
• Conduct a root cause analysis for each incident to define follow-up action items and to make recommendations to stakeholders.
• Promote standard operating procedure documentation, knowledge base and restoration checklists to drive expedient incident response and resolution.
• Develop and monitor metrics to understand the sources of business interruptions and the best options to address them on an impact/cost driven basis.

Education and experience:

• Bachelor’s degree in computer science or related discipline or equivalent work experience.
• 5+ years technical experience.
• 2+ years management experience.
• Experience presenting to senior leadership.
• Experience working with a software development team.
• Experience with Agile development principles
• Proficient with a variety of Microsoft tools required (Word, Excel, Project, Visio, etc.)
• Experience developing software applications is a plus but not required.
• Prior experience in the hospitality industry is a plus but not required.

Additional eligibility qualifications:

• Exceptional verbal, written and group communication and presentation skills.
• Excellent organizational & analytical skills and ability to multi-task in a fast-paced environment.
• Creativity, problem-solving and innovative thinking.
• Must be able to follow through on a project to a successful conclusion with a minimum of supervision. Must be able to identify and enlist the support of other employees as needed.
• Results-driven and execution-oriented personality, ready to take ownership and get results.
• Strong empathy for customers and a passion for revenue and growth.
• Proficiency in Microsoft Office 365 Suite: Word, Excel, PowerPoint, Project, SharePoint.
• Other qualifications as required.

Core Business Hours: 8:00 a.m. to 5:00 p.m. M-F, Hybrid; these hours may vary depending upon your position and work requirements.

Status: Exempt

Location: Brentwood, TN. HYBRID (3 days in-office, 2 days remote)

(Company will not sponsor C2C or Work-related Visas)

Groups360 is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment is decided on the basis ofqualifications, merit, and business need.

NOT ACCEPTING AGENCY CALLS OR SUBMISSIONS

How to Apply

Job Categories: LGBT. Job Types: Full-Time. Salaries: Not Disclosed.

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