Incident And Problem Management Lead

City of New York • Brooklyn, NY

6d

About The Position

The Department of Social Services (DSS), comprising the New York City Human Resources Administration and Department of Homeless Services, is recruiting an IT Service Management Specialist to serve as Incident and Problem Management Lead within Information Technology Services (ITS). ITS supports the agencies’ daily, emergent, and long-term technology needs and develops and maintains technology infrastructure and applications supporting their services and operations.

The Lead establishes, governs, and executes enterprise Incident and Problem Management processes. The role manages policies, procedures, and operational practices for incidents and problems affecting DSS IT services and critical systems, and leads service restoration, problem remediation, and root-cause identification. The position also integrates these processes across IT disciplines and is accountable for process performance, reporting, continuous improvement, stakeholder communications, and alignment with service-level agreements and agency business objectives.

Requirements

• A baccalaureate degree from an accredited college in computer science, engineering, or a related field and four years of satisfactory full-time experience related to information technology service management, process management, or operations; or
• A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, or operations; or
• Education and/or experience equivalent to either of the stated combinations.

Responsibilities

• Establish, promote adoption of, govern, and execute enterprise Incident and Problem Management processes.
• Manage policies, procedures, and operational practices addressing incidents and problems involving DSS IT services and critical systems, including operational and application systems, network infrastructure, hardware installation, operating procedures, and maintenance.
• Provide leadership and direction for restoring IT services following incidents.
• Identify and lead remediation of underlying problems and root causes.
• Integrate Incident and Problem Management processes across IT Operations, Service Desk, application support, infrastructure, Change Management, Knowledge Management, and other IT Service Management disciplines.
• Oversee process performance, reporting, continuous improvement, and stakeholder communications.
• Ensure Incident and Problem Management activities support established Service Level Agreements and agency business objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior