INCIDENT AND PROBLEM MANAGEMENT LEAD

City of New York; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

City of New York IT Services is recruiting an IT Service Management Specialist to serve as Incident and Problem Management Lead. You will establish governance, develop cross-functional processes, and drive improvements across DSS IT services to minimize incidents and resolve root causes.

The role requires a strong ITSM background, collaboration with operations, and the ability to translate metrics into actionable improvements. This position is based in New York City and primarily on-site.

Qualifications

• Bachelor's degree in CS/Engineering or related field with 4 years ITSM experience.
• Bachelor's degree with 8 years ITSM experience.
• Equivalent combination of education and experience.

Responsibilities

• Establish, adopt, govern, and execute Enterprise Incident and Problem Management processes.
• Manage policies, procedures, and practices for incidents and problems across DSS IT services.
• Provide leadership for restoration of IT services and root-cause remediation.
• Ensure Incident and Problem Management is integrated with IT Operations, Service Desk, and other ITSM disciplines.
• Oversee performance, reporting, continuous improvement, and SLA alignment.

Skills

Incident Management

Problem Management

ITIL / ITSM knowledge

Education

Bachelor's degree in CS/Engineering or related field

Bachelor's degree with 8+ years ITSM experience

Equivalent combination of education/experience

Job description

• Salary Band: $125,000 to $150,000
• Compensation: USD 75,000 - USD 130,000

Job Description

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.
Information Technology Services (ITS) is DSS’s technology services organization. ITS mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems.
The Office of Information Technology Services (ITS) is recruiting for one (1) IT Service Management Specialist, to function as Incident and Problem Management Lead, who will:

• Be responsible for the establishment, adoption, governance, and execution of the Enterprise Incident and Problem Management processes.


• Manage the policies, procedures, and operational practices addressing Incidents and Problems involving all DSS IT Services critical systems, including but not limited to operational systems, application systems, network infrastructure, hardware installation, operating procedures and maintenance.


• Provide leadership and direction for the restoration of IT services following incidents and for the identification and remediation of underlying problems and root causes.


• Ensure that Incident and Problem Management processes are integrated across IT Operations, Service Desk, application support, infrastructure, Change Management, Knowledge Management, and other IT Service Management disciplines.


• Responsible for process performance, reporting, continuous improvement, stakeholder communications, and ensuring Incident and Problem Management activities support established Service Level Agreements and Agency business objectives.

IT SERVICE MANAGEMENT SPECIALI - 95713

Qualifications

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.

Additional Information

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.