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Posted: Saturday, June 24, 2017 7:54 AM

Director, Incident Management Salary: up to $125,000 Commensurate with Experience Excellent Benefits PackageBrooklyn, NY The successful candidate will serve as a Director, Incident Management reporting to the Service Management Division. Responsibilities will include: Supervise, administer and manage the Incident Management team in the identification and escalation for all operational events affecting production environment requiring 24 X 7 X 365 uptime; includes problem isolation, issue resolution, and escalation management according to pre-defined protocols;Train, coach and mentor Incident Management team, providing career development and overseeing overall direction;Serve as the point of escalation for challenging and unresolved requests and incidents;Ensure accountability of level of quality and delivery of service in respect to operating performance and support resolution;Manage critical incidents associated with a team of front line technical staff providing end-to-end support for infrastructure services; Develop, document, implement and maintain processes and procedures for the day-to-day operations and the integration of new services related to incident Management;Generate reports for management in regards to service availability, uptime, and adherence to Standard Operating Procedures and SLAs etc.;Facilitate a cohesive communication process across business & IT by orchestrating multiple internal groups towards common goals, including recurring operational performance reviews; provide oversight of related incident management processes including trouble-shooting, approval of quick fixes, and ensuring accurate incident reports & communications;Direct responsibility to drive an ongoing incident management process including root cause identification, incident solving, change recommendation and coordination, risk determination, and ongoing communications;Provide timely written and verbal status updates to senior management for assigned incidents and problem ticket escalations, and when applicable, coordinate SWAT team (escalated incident management) activities;Work across one or more shifts in a 24x7x365 environment since Incident Management team must be available for after hours and weekend calls for problem resolution; and Leading and facilitating Root cause analysis, post mortem investigations; ownership, provide oversight to drive root cause determination, risk mitigation, and ensure permanent resolution is put in place. The position's responsibilities include commitment to and compliance with the City's EEO policy. Preferred Skills: A Master's degree in a related IT field, such as IT management or information systems, computer science, software or computer engineering, systems engineering, industrial/organizational engineering, etc. or equivalent work experience;Ten (10) years of progressively responsible full-time paid experience supervising or administering computer operations involving a large-scale third generation computer at least 18 months of which shall have been in a managerial capacity;Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitate effective bridge lines, and provide required detailed documentation and follow up;Excellent interpersonal, coordination, presentation & communication skills;Able to easily switch between operational & project management roles;Possess an in depth knowledge and experience across key IT architecture layers including business functionality, applications, distributed computing, database systems, and infrastructure; ability to clearly articulate IT governance or ITIL trends, especially process & tool approaches, and communicate the value proposition of these trends to business managers;\Extensive enterprise incident management experience across several IT disciplines, a fundamental understanding of the agency process and procedures;Knowledge and experience working with a wide-range of enterprise technologies;Ten (10) years' experience in a supervisory/management role, managing greater than 20 NOC technical and operational staff;Familiarity with the following technologies or concepts: 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 Oracle database, Windows 2003/2008/2012, Active directory, group policy, UNIX/Linux, Veritas Storage and Netbackup and their uses in application hosting architecture; knowledge of BMC Remedy, Netcool and Net IQ, cloud-based file sharing, deduplication, Proxy servers, web architecture and various virtualization infrastructure, security operations, intrusion detection, firewalls, Single Sign On (SSO),Enterprise Service Management (ESM) platforms such as Remedy and ServiceNow;Should be proficient with Microsoft Excel and generating management reports related to service level agreements; Proven ability to multitask and perform well under pressure; proven organizational, teamwork, and mentoring skills; professionalism and/or demonstrated customer service skills;Knowledge of the ITIL v3 framework. Preference to candidates with advanced ITIL or equivalent certifications;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 strategy of the organization and its customers;Ability to listen, negotiate, mitigate conflict, build alliances and achieve desired outcomes using strong interpersonal and diplomacy skills. Qualification Requirements: 6 years experience supervising or administering computer operations including 18 months in a managerial capacity;-or-Education and Experience equivalent. To Apply Please go to www.nyc.gov/jobs/search and search for Job ID #290163-or-Email resume to Recruit@doitt.nyc.gov(Indicate '290163 - Director, Incident Management ' in subject line)SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW Visit us at www.nyc.gov/DoITT The Department of Information Technology & Telecommunications and the City of New York are equal opportunity employersBasic LAN/WAN;Windows 2003/2008/2012;Netcool and Net IQ;BMC Remedy

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• Location: Brooklyn

• Post ID: 114046068 brooklyn
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