THE SALARY RANGE FOR THIS POSITION IS $75,000 - $130,000.

The New York City Housing Authority (“NYCHA”) is the largest public housing authority in North America. NYCHA’s mission is to increase opportunities for low- and moderate-income New Yorkers by providing safe, affordable housing and facilitating access to social and community services. Over 500,000 New Yorkers reside in over 300 developments offering residents public housing, Section 8 and PACT/RAD programs. NYCHA, IT delivers meaningful, innovative, high-performing, cost-effective technology solutions to enable NYCHA to provide quality housing.

The NYCHA IT Department is seeking to hire an Incident/Problem Manager who will report to the Director of Process Management & Improvement within the IT Service Management (ITSM) department. The Incident/Problem Manager will coordinate response to all Critical/Major or High priority technology-related incidents in accordance with ITIL best practices and lead all aspects of incident tracking and communication, including post-incident activities such as after-action reviews and root cause analysis investigations. The Incident/Problem Manager is responsible for ensuring normal service operation is restored as quickly as possible and that incident response activities are properly coordinated, communicated, and documented to minimize the business impact of telecommunications, infrastructure, or application outages. The Incident/Problem Manager is also responsible for working with other IT areas to ensure Incident/Problem procedures align with and support other ITSM practices, including Change and Release management.

The successful candidate will leverage training and experience in ITIL Incident and Problem Management to effectively collaborate and manage conversations between and among various technical SMEs during service outages, and to recommend processes and improvements to prevent future incidents.

Responsibilities will include, but are not limited to the following:

- Manage all critical or high priority technology-related incidents in close coordination with both internal and external service providers, including all activities related to Incident response procedures, communication, root cause analysis, and root cause reviews.
- Leverage problem management efforts to support Continuous Service Improvement (CSI) to enhance system availability and stability.
- Establish and enforce incident response standards, policies, and procedures for use by NYCHA IT staff.
- Review trends, determine root cause, and proactively take actions to remediate the risk of future reoccurrences by recommending and driving the implementation of solutions.
- Coach/train the NYCHA IT team relating to incident processes/procedures.
- Maintain all incident related documentation (policies, procedures, templates, etc.)
- Convene Root Cause Analysis (RCA) investigation meetings and present findings to management.
- Determine and establish thresholds for internal and external notifications and communications related to critical or high priority technology-related incidents.
- Establish criteria for the categorization of incidents and problems and ensure that the ServiceNow ITSM system is configured appropriately to support criteria.
- Establish KPIs for incident/problem management and produce reports and dashboards for IT management tracking.
- Support agile DevOps by creating processes that enable identification for iterative changes based on incident data to avoid major/critical outages to business-critical applications.
- Work closely with ITSM Change Manager(s) to ensure issues negatively impacting the business are prioritized for repair.

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

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.

- 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 and written communication skills. - Demonstrated analytical and problem-solving ability. - Familiarity with the following technologies or concepts: ITSM (IT Service Management) platforms such as Remedy and ServiceNow.

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 https://studentaid.gov/pslf/

NYCHA has no residency requirements.

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.