INCIDENT AND PROBLEM MANAGEMENT LEAD

City of New York • New York, NY

9h • $125,000 - $150,000

About The Position

The Department of Social Services (DSS), comprising the New York City Human Resources Administration (HRA) and Department of Homeless Services (DHS), provides essential benefits and services to New Yorkers and works to prevent and address homelessness. Information Technology Services (ITS) supports the agencies’ daily, emergent, and long-term technology needs by developing and maintaining infrastructure and applications.

The IT Service Management Specialist will function as the Incident and Problem Management Lead. The role establishes, governs, and executes enterprise Incident and Problem Management processes across DSS IT Services. It leads service restoration after incidents and the identification and remediation of underlying problems and root causes, while integrating these processes with related IT operations and service management disciplines. The role is accountable for process performance, reporting, continuous improvement, stakeholder communications, and alignment with Service Level Agreements and agency business objectives.

Requirements

• A bachelor’s degree 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 bachelor’s degree 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 qualification pathways.

Responsibilities

• Establish, drive adoption of, govern, and execute Enterprise Incident and Problem Management processes.
• Manage policies, procedures, and operational practices for incidents and problems involving DSS IT Services 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.
• Manage 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