Problem Manager

Job Description

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. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov 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 successful candidate will serve as a Problem Manager reporting to OTIs Customer Services Division. The Problem Manager will leverage ITIL Problem management processes and procedures in order to identify and minimize recurring IT operational issues, determine root cause, develop and implement problem solutions to prevent recurrence of issues.

Responsibilities will include:
- 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;

Management responsibilities include:
- 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.

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

TO APPLY
Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at:

*Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration.

Please go to and search for Job ID #768453

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

OTI participates in E-Verify

TELECOMMUNICATIONS MANAGER (NO - 8298A

Minimum Qualifications

1. 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; or

2. 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; or

3. 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 Skills

The successful candidate should possess the following: - 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).

Residency Requirement

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.