Incident Coordinator

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 an Incident Coordinator reporting to the IT Service Management Division. The Incident Coordinator will leverage ITIL Incident Management processes and procedures in order to minimize adverse impact on incidents on the business.

Responsibilities will include:
- Escalate potential priority 1 "critical" / priority 2 "high" incidents to internal/external agency support teams and senior management for review as needed;
- Facilitate communications and bridge calls between internal/external agency support teams/ 3rd party vendors to resolve IT operational incidents including technical email threads, accurate triage updates, incident resolution approvals, incident reports & related communications;
- Review all post-incident problem tickets efforts for root cause determination, risk mitigation, and ensure permanent resolution is put in place;
- Deliver high-level communications and provide support for the deployment of Releases and Change related maintenance, when required;
- Assist support teams in escalation/ resolution of any operational issues quickly after initial Release deployment and Change related maintenance for any remaining errors or deficiencies;
- Follow-upon Problem tickets created from approved priority 1 "critical"/ priority 2 "high" incidents to ensure root cause has been identified by the assigned Subject Matter Expert along with a short term/long term action plan to avoid recurrence of issues identified;
- Act as backup to the Citywide Service Desk Supervisors team, when short-staffed;
- Assist with the update and resolution of all aged incident and request tickets;
- Responsible for the day-to-day operational process administration of policies, procedure and across all IT service teams;
- Provide a high level of customer service to support groups; ensuring the effectiveness of operations support, processes, and controls; providing solutions, guidance and direction for implementation and trouble solution for long-term and short-term goals and objectives;
- Act as backup to the Citywide Service Desk for call taking support as required for level 1 incident and request fulfillment;
- Perform special initiatives and projects as 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
* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to www.cityjobs/jobs/search and search for Job ID #771347

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

OTI participates in E-Verify

IT SERVICE MANAGEMENT SPECIALI - 95713

Minimum Qualifications

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" above.

Preferred Skills

The successful candidate should possess the following: - Minimum of 4 years progressive IT enterprise level experience in a 24/7 service provider/support organization ITIL v3 / v4 certified - 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, collaboration and oral & written communication skills - Demonstrates analytical and problem-solving ability - Exceptional interpersonal communication (written and verbal) abilities - Familiarity with the following technologies or concepts: ITSM (IT Service Management) platforms such as Service Now 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).

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at ;br>
Residency Requirement

New York 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.