Senior Director, Public Safety Service Management

City of New York•Brooklyn, NY

4d•Onsite

About The Position

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

Requirements

A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field.
An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above.
Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

Responsibilities

Provide centralized governance, strategic oversight, and operational leadership for all Service Management functions supporting New York City 911 and the Public Safety and Emergency Management (PSEM) Division within the New York City Office of Technology and Innovation.
Ensuring the reliability, resiliency, performance, and continuous improvement of services supporting 911 call handling systems, ESInet, CAD integrations, land mobile radio systems, data centers, applications, network infrastructure, and Public Safety Answering Center (PSAC) mission-critical facilities.
Provide executive leadership for enterprise Service Management practices across all 911-related systems, technologies, infrastructure, and facilities (PSAC I and PSAC II).
Oversee day-to-day service fulfillment operations including service requests, work orders, and operational task management.
Lead structured Incident Management practices for service-impacting and non-impacting events.
Own enterprise Problem Management practice to identify systemic technical defects and recurring failure patterns.
Oversee structured Change Management processes for all production systems impacting 911 operations.
Maintain governance over the Configuration Management Database (CMDB) and asset inventory supporting 911 operations.
Define, monitor, and report on Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and vendor performance metrics.
Manage the 24x7x365 Public Safety Technology Operations Center (TOC) responsible for monitoring and coordinating mission-critical systems supporting NYC 911 operations, Citywide Emergency Communications, interagency public safety operations, and Public Safety Answering Centers (PSAC I and PSAC II).
Oversee special projects and initiatives as assigned.