Incident Coordinator

City of New York•Brooklyn, NY

3d•Onsite

About The Position

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.

Requirements

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;
A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
Education and/or experience which is equivalent to "1" or "2" above.

Responsibilities

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.