Senior IT Incident & 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

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.