Incidents & Problems Lead - IT Service Management

NYC Department of Social Services; New York (NY); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

The NYC Department of Social Services, via Information Technology Services (ITS), seeks an IT Service Management Specialist to lead Incident and Problem Management efforts. You will oversee the establishment, governance, and execution of enterprise processes affecting DSS IT services.

Responsibilities include coordinating with IT Operations, Service Desk, application support, and Change Management to restore services after incidents, perform root-cause analysis, and monitor KPIs, CSFs, SLAs, and

Qualifications

• Bachelor's degree in computer science, engineering or related field with four years IT service management experience.
• Bachelor's degree with eight years IT service management experience.
• Equivalency of education and/or experience to the above.

Responsabilités

• Establish, adopt, govern, and execute Enterprise Incident and Problem Management processes.
• Manage policies, procedures, and practices addressing Incidents and Problems across DSS IT services.
• Provide leadership for restoration of IT services after incidents and for root cause remediation.
• Ensure Incident/Problem Management is integrated with IT Operations, Service Desk, applications, and Change Management.
• Oversee process performance, reporting, and continuous improvement aligned with SLAs and agency objectives.

Connaissances

IT Service Management

Incident Management

Root cause analysis

KPI and SLAs

ITIL knowledge

Formation

Baccalaureate degree in CS/engineering or related field + 4 years ITSM experience

Baccalaureate degree + 8 years ITSM experience

Education/experience equivalent to above

Description du poste

The NYC Department of Social Services, via Information Technology Services (ITS), seeks an IT Service Management Specialist to lead Incident and Problem Management efforts. You will oversee the establishment, governance, and execution of enterprise processes affecting DSS IT services.

Responsibilities include coordinating with IT Operations, Service Desk, application support, and Change Management to restore services after incidents, perform root-cause analysis, and monitor KPIs, CSFs, SLAs, and