Public Safety Incident and Service Delivery Manager

TECHNOLOGY & INNOVATION; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Office of Technology and Innovation (OTI) in New York City seeks a Public Safety Incident and Service Delivery Manager to lead 24/7 IT operations for critical public safety systems. This role requires senior IT leadership, strong incident management, and close coordination with FDNY and NYPD.

You will supervise contractors, ensure SLA/OLA adherence, and report metrics to executive stakeholders while driving continual process improvements across ITIL-based governance.

Qualifications

• 8+ years in enterprise IT within 24/7 service environments.
• Strong leadership and facilitation for large technical teams.
• Experience with conference bridges, documentation, and follow-up.
• Excellent interpersonal and written communication skills.
• Familiarity with Remedy and ServiceNow ITSM platforms.
• Knowledge across IT architecture layers (apps, infra).
• Proven ability to manage incidents and root-cause analysis.
• ItIL fundamentals and governance understanding.

Responsibilities

• Lead large groups of technical and operational support.
• Facilitate conference bridge lines and document outcomes.
• Ensure postmortem actions and trend analysis.
• Maintain ITIL-aligned incident and problem management.
• Coordinate with executive management on status and SLAs.
• Oversee day-to-day policy and procedure administration.

Skills

IT leadership

24/7 operations

ITIL fundamentals

Stakeholder communication

Remedy

ServiceNow

IT architecture

Incident management

Governance

Mentoring

Education

Master's degree in Computer Science

Bachelor's degree in Computer Science

Tools

Remedy

ServiceNow

Job description

OPEN TO CURRENT CITY EMPLOYEES PERMANENT IN THIS TITLE ONLY

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. Follow us on social media @NYCOfficeofTech, and visit www.nyc.gov/oti to learn more.

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.

The Public Safety Incident and Service Delivery Manager will be responsible for the operations associated with supporting a team of front-line technical staff providing end-to-end support for infrastructure services. This includes problem isolation, issue resolution, and escalation to management as per the pre-defined protocols; manage the identification and escalation for all operational events affecting the 911 production environment requiring 24x7x365 uptime; and will be required to provide Agency Executive Management with periodic updates during the impacting events until the issue is resolved.

Additional responsibilities will include but not limited to:

• Understanding of foundational ITIL policies;
• Use industry best practices and incorporating OTI policies as well as developing and implementing internal / external procedures, policies and strategic changes that are beneficial to the organization;
• Offer training and guidance to facilitate the adoption of said policies and procedures;
• Provide 24x7x365 production support;
• Own the Incident Management processes and procedures and adhere to a metrics driven management style;
• Provide daily/weekly/monthly statistics on all aspects of production support by vendors as well as producing monthly quality reports and reviews for all production support to supporting agencies;
• Ability to understand and interpret customer requirements;
• Manage and / or directly supervise contractors, vendors and appropriately assess their performance to ensure the City aggressively negotiates and receives quality performance and value benchmarked to industry standards;
• Establish and monitor support team compliance with SLA’s and OLA’s;
• Keep an open mind to the adoption of technology, and interpret and embrace to provide state of the art support;
• Drive resolution of Incidents impacting critical systems within the production environment to prevent future negative service impact;
• Ensure the 911 vendor support teams adhere to City guidelines during any outages and / or operationally impacting events;
• Communicate status and severity of impact to Executive Management of OTI, FDNY and NYPD;
• Daily monitoring and troubleshooting of tickets to reduce overall ticket count;
• Review all post-Incident and Problem tickets for root cause determination, risk mitigation, and ensure permanent resolution is put in place;
• Facilitate communications and conference bridge calls between internal /external agency support teams and 3rd party vendors to resolve IT operational Incidents including technical email threads, accurate triage updates, Incident resolution approvals;
• Follow-up on Problem tickets created from priority 1 / priority 2 Incidents to ensure root cause has been identified by the assigned Subject Matter Expert(s) along with a short- and long-term action plan to avoid recurrence of issues identified;
• Oversee day-to-day operational process administration of policies and procedures across all Public Safety operational support teams;
• Manage multiple projects, understanding and providing requirements, migration strategies, creating or updating procedures to support projects and post implementation reviews;
• Serve as senior management backup if and when needed; and
• Handle special projects and initiatives as assigned.

HOURS/SHIFT

Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION

Brooklyn, NY

OTI participates in E-Verify

#LI-DNI

COMPUTER SYSTEMS MANAGER - 1005D

Minimum Qualifications

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or

2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

Preferred Skills

• Minimum of 8 years progressive IT Enterprise level experience in a 24/7 service provider/support organization
• Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities
• Ability to facilitate effective conference bridge lines and provide required detailed documentation and follow up
• Excellent interpersonal, collaboration and oral & written communication skills
• Demonstrate analytical and Problem-solving ability
• Familiarity with IT Service Management ticketing platforms such as Remedy and ServiceNow
• Possess an in-depth knowledge and experience across key IT architecture layers including business functionality, applications, and infrastructure
• Ability to manage the life-cycle of an Incident or Problem from inception to closure and ensure postmortem actions are followed up on to identify trends of re-occurring issues
• Clearly articulate IT governance and / or ITIL fundamentals, especially process and tool approaches, and communicate the value of these trends to stakeholders and business managers
• Proven ability to multitask and perform well under pressure, proven customer service, organizational, teamwork, and mentoring skills
• Exceptional leadership skills with the ability to execute on a service-oriented vision that inspires and motivates staff and aligns to the IT and business needs
• Knowledge of the ITIL v3/v4 framework with preference given to candidates with advanced ITIL or equivalent certifications

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City Residency is not required for this position

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.