New York City Office of Technology & Innovation · 1 day ago
Problem Manager
Brooklyn, NY
Full-time
Onsite
Mid, Senior Level
4+ years expThe New York City Office of Technology & Innovation (OTI) leverages technology to improve public services across the city. The Problem Manager will implement ITIL processes to minimize recurring IT operational issues and develop solutions to prevent future occurrences.
Information Technology
Responsibilities
Deliver a best-in-class problem management process
Focus on the continuous improvement of process and working practices to ensure high performance and value outcomes are delivered
Support the governance and application of best Problem Management practice across all areas of Service Management (Incident, Change and Release)
Measure and define effectiveness of the problem processes and identifying opportunities for improvement
Build/implement the processes for problem solution and population of known errors/workarounds
Produce statistics to demonstrate performance of the Problem Management process
Own, create and manage comprehensive problem reports, including post incident reviews of major service impacting and/or high-risk incidents
Provide Senior/ Executive level management monthly reports detailing Problem Management accomplishments and next steps, when requested
Analyze recurring issues, diagnose faults and determine if related to known errors or existing problem records, managing workarounds and known errors
Chair stakeholder calls with key technical support teams to review OTI internal/external agency problem tickets and track through defined problem management process for permanent resolution
Review aged problem tickets and schedule meetings with key technical managers/group leads to ensure timely updates/accurate target completion dates
QA of major incident procedural steps including technical threads, bridge calls and communications handled by Incident Coordinators
Develop a high level of customer service by providing expertise, strategy and vision to support groups in support of OTI Problem management processes and procedures
Ensure the effectiveness of operations support by proposing solutions for short-term and long-term goals and objectives
Manage special projects and initiatives assigned
Qualification
Required
A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field
An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in '1' above
Education and/or experience equivalent to '1' above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in '1' above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in '1' above
Preferred
Excellent interpersonal, collaboration and oral & written communication skills
Ability to demonstrate analytical and problem-solving ability
Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through post-mortem discussions
Experience in handling incidents effectively, identifying the underlying cause of a problem and managing the process of implementing changes to prevent future issues
Ability to create and provide clear, comprehensive, and accurate Root Cause Analysis (RCA) reports of problems and their resolutions to all required stakeholders
Minimum of 4 years progressive IT enterprise level experience in a 24/7 service provider/support organization
ITIL v3 / v4 certified
Familiarity with the following technologies or concepts: ITSM (IT Service Management) platforms such as ServiceNow
Basic LAN/WAN network administration and maintenance practices
In-depth knowledge of system integration and networking architectures
Experience with IP switched/router/based networks
General knowledge of all Microsoft applications, Azure, Oracle databases, Windows servers, Active directory, group policy, UNIX/Linux servers, Veritas Storage and NetBackup and their uses in application hosting architecture
Cloud-based technologies (AWS)
Knowledge of network monitoring and telemetry tools, cloud-based file sharing, deduplication, Proxy servers, web architecture and various virtualization infrastructure, security operations, intrusion detection, firewalls, Single Sign On (SSO)
Benefits
Great benefits
Company
New York City Office of Technology & Innovation
The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City.
1001-5000 employees
H1B Sponsorship
New York City Office of Technology & Innovation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
Daniel Gonzalez
Telephony SME - Contractor NYC OTI
Joel V
Incident Response Readiness Coordinator at NYC OTI Cyber Command
Company data provided by crunchbase