Incident Problem Manager

The NYCHA IT Department is seeking to hire an Incident Manager who will report to the Director of IT Customer Service Excellence in the IT Service Management (ITSM) department. The Incident Manager will coordinate response to all critical/major or high-priority technology-related incidents in accordance with ITIL best practices and lead all aspects of incident tracking and communication, including post-incident activities such as after-action reviews and root cause analysis investigations. The Incident Manager is responsible for ensuring normal service operation is restored as quickly as possible and that incident response activities are properly coordinated, communicated, and documented to minimize the business impact of telecommunications, infrastructure, or application outages. The Incident Manager is also responsible for working with other IT areas to ensure Incident/Problem procedures align with and support other ITIL practices.
The successful candidate will leverage their training and experience in ITIL Incident and Problem Management to effectively collaborate and manage conversations between and among various technical SMEs during service outages, and to recommend processes and improvements to prevent future incidents.
Responsibilities will include, but are not limited to the following:
- Manage all critical or high-priority technology-related incidents in close coordination with both internal and external service providers, including all activities related to Incident response procedures, communication, root cause analysis, and root cause reviews.
- Leverage problem management efforts to support Continuous Service Improvement (CSI) to enhance system availability and stability.
- Establish and enforce incident response standards, policies, and procedures for use by NYCHA IT staff.
- Review trends, determine root cause, and proactively take actions to remediate the risk of future reoccurrences by recommending and driving the implementation of solutions.
- Coach/train the NYCHA IT team relating to incident processes/procedures.
- Maintain all incident related documentation (policies, procedures, templates, etc.).
- Convene Root Cause Analysis (RCA) investigation meetings and present findings to management.
- Determine and establish thresholds for internal and external notifications and communications related to critical or high-priority technology-related incidents.
- Establish criteria for the categorization of incidents and problems and ensure that the ServiceNow ITSM system is configured appropriately to support criteria.
- Establish KPIs for Incident/Problem management and produce reports and dashboards for IT management tracking.
- Support agile DevOps by creating processes that enable identification for iterative changes based on incident data to avoid major/critical outages to business-critical applications.
- Work closely with ITIL Manager(s) to ensure issues negatively impacting the business are prioritized for repair.
Additional Information
1. NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.
3. NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).
Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.
IT SERVICE MANAGEMENT SPECIALI - 95713

1. 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, operations;
2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
3. Education and/or experience which is equivalent to "1" or "2" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.