The NYC Department of Probation (DOP) is a world leader in working creatively and effectively engaging with people under court-mandated community supervision. Through innovative partnerships with people and organizations throughout New York City, DOP provides opportunities for those on probation to access services and opportunities that positively impact their life trajectory. Following the best current data on “what works,” staff at DOP engage in meaningful relationships with those on probation in an effort to enhance community safety and decrease recidivism.

The Department of Probation (DOP) is seeking a skilled IT Incident & Change Manager. Duties will include, but are not limited to, the following:

- Responsible for managing and facilitating the resolution of major outages as quickly as possible.
- Provide end-to-end support for infrastructure services including incident isolation, issue resolution, and escalation management according to pre-defined protocols;
- Manage the identification and escalation for all operational events affecting production environment requiring 24x7x365 uptime;
- Provide oversight of related incident management processes including trouble-shooting, approval of quick fixes, and ensuring accurate incident reports and communications;
- Drive an ongoing incident management process including incident prioritization, determination, incident investigation and diagnosis, timely resolution, change recommendation and coordination, 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.
- Leverage Problem Management process and Root Cause Analysis techniques / procedures in order to minimize adverse impact on incidents and problems on the business; must be able to identify recurring IT operational issues, determine root cause, develop and implement problem solutions to prevent recurrence of issues;
- Leverage key technical managers to develop technical solutions to address recurring incidents within the IT environment and manage issues through to resolution;
- Work with internal engineering and operation teams as well as external teams / vendors to resolve IT problems; and
- Facilitate proactive problem management activities to analyze trends and patterns for prevention of future incidents.
- Leverage Change Management processes and procedures in order to minimize adverse impact on the business; integrate change management activities into the overall project plans and operational activities, identify performance gaps, and work to develop and implement corrective actions;
- Identify potential risks and anticipated points of resistance for changes, and develop specific plans to mitigate or address the concerns;
- Effectively and efficiently communicate change impact assessment and change adoption status to business and IT stakeholders; and
- Work to drive faster adoption, higher ultimate utilization and greater proficiency of the changes that impact employees in the organization to increase benefit realization, value creation, and the achievement of results and outcomes.
- Additional duties as assigned.


Hours/shifts are dependent on the needs of the Department. Candidates may be required to work various shifts including evenings and weekends.

*Maximum salary is not guaranteed.

IT SERVICE MANAGEMENT SPECIALI - 95713

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.

- 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 - Candidate must be ITIL Certified. - 5+ years of proven client management experience in IT and/or business industry, preferably in the public sector, with 2 years of leadership in a technical environment working with cross-functional teams - Proven experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments - 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 - Excellent oral and written communication and presentation skills - Ability to listen, negotiate, mitigate conflict, build alliances and achieve desired outcomes using strong interpersonal and diplomacy skills - Proactive approach to engaging with customers and problem solving - Demonstrated ability to ensure that the right people are in the right roles, maximizing their skills, and that employees are highly engaged and satisfied - Other key competencies should include: detail-oriented, mentoring, relationship building, organizational change management, innovation, and results orientation.

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/.

New York City Residency is not required for this position

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.