Public Safety Incident and Service Delivery Manager at City Of New York in Brooklyn, NY

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 p