Job Details

ID #43609029
State New York
City New york city
Job type Permanent
Salary USD TBD TBD
Source MTA New York City Transit
Showed 2022-06-25
Date 2022-06-24
Deadline 2022-08-23
Category Et cetera
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Director IT Operations Management

New York, New york city, 10004 New york city USA

Vacancy expired!

Job Information

Job Title: Director, IT Operations Management

Salary Range: Min: $117,404 Mid: $156,539 Max: $195,674

Dept/Div: Operations/Office of IT Infrastructure

Supervisor: Deputy Chief IT Client Support

Location: 2 Broadway and other locations as required

Hours of Work: 9:00 AM -5: 3 0 PM (7.5 hours /day ) or as required

HAY Points: 954

Deadline: Open Until Filled

In order to protect our employees and continue to provide safe and reliable service to our communities, as of November 14, 2021, we are requiring all new MTA hires to be fully vaccinated against COVID-19 prior to their start date. MTA will consider exceptions for religious and medical reasons, where appropriate. "Fully vaccinated" means you must have both doses of a 2-dose vaccine and two weeks have elapsed since the second dose or have received 1 dose of a 1-dose vaccine and two weeks have elapsed since the dose. Proof of your vaccination status in the form of a CDC vaccine card must be submitted prior to your start date.

Summary

Reporting to the Deputy Chief, IT Client Support, this position has direct responsibility for coordinating IT operational activities related to incident management, request processing, and other service delivery elements on a 24/7/365 basis. This includes driving high priority incident resolution efforts, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, Problem Management with the purpose of improving the availability of critical systems. This position will be required to coordinate with various technical teams to guide them in their efforts during ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices and continuous improvement.

This position will provide direct supervision over a cadre of Lead, IT Operations Management personnel, each of whom will be responsible for overseeing IT operations across their shift. The Director, IT Operations Management will ensure seamless coordination of activities across the various shifts. The primary goal is a resolution or workaround to reinstate services as quickly as posble , minimizing downtime, streamlining restoration of services, and communicating clearly and consistently to MTA stakeholders .

The Director, IT Operations Management will also be responsible for planning of activities, and through the Lead, IT Operations Management personnel, ensure that the plans, as well as best practices, are shared with the operational personnel on all shifts.

The Director, IT Operations Management will manage the end to end process and be called upon by the Lead, IT Operations Management personnel to provide overall direction, support, and guidance during major incidents and handle various internal and external communications tasks.

The Director, IT Operations Management with his/her team, this includes owning the incident/Problem Managment process, overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, updating the incident in ServiceNow and notification to IT leadership and agency executives with the purpose of improving the availability of critical systems while ensuring the clients are kept informed during this process.

The position will work closely with appropriate IT divisions and Agency Relationship Management to ensure high quality service delivery and ongoing support. The position will also collaborate with the Problem Management unit and other IT teams to identify recurring problems impacting overall service delivery. The position will also coordinate with business analysts and process managers to develop reports, dashboards, notifications and communication frameworks related to Incident Management.

This position will manage all aspects of service delivery, with an emphasis on periods outside of IT Department regular business hours The unit will be a central point of contact for the coordination of operational activities that impact service delivery and outages. The Director, IT Operations Management will lead and manage internal delivery teams to review incidents, problems and any other operational issues impacting client production and non-production environments. These systems include but are not limited to impacts to revenue systems, customer facing applications, MTA websites, IT security events and storm / emergency preparedness and recovery.

Responsibilities

Leadership
  • The position leads the Critical Incident/Problem Management process and response from escalation to resolution for major incidents and service outages that impacts the agencies primary functions and their customers, in accordance with service level agreements (SLA) and operational level agreements (OLA) targets.
  • The Director, IT Operations Management oversees the IT operational activities within the IT Department and manages the Lead, IT Operations Management staff across all shifts assuring 7/24 coverage.
  • The position works closely with the IT Process Managers with building a partnership with IT divisions to identify, assess, and prioritize opportunities to modify processes and procedures that link people, processes, and technologies to achieve agreed upon outcomes in incident management.
  • The position will coordinate with the Problem Management team investigating recurring problems, major critical incidents and service outages impacting overall service delivery.

Management and Oversight
  • Promote a culture that supports staff development and growth within the group.
  • Leverage project outcomes and IT policies to provide maximum organizational impact while setting realistic service level agreements.
  • Develop and enforce policy and procedures to ensure the expected service delivery results.
  • Work collaboratively with the senior management team to identify opportunities to enhance service delivery.
  • Utilizing analytics, KPI's and dashboards, assess ITs service delivery performance by identifying and defining weekly, monthly and annual performance targets.
  • Assess the impacts of technology on business processes using process re-engineering methods.
  • Effectively and proactively manage business expectations as it relates to IT service delivery.

Service Delivery
  • The Director, IT Operations Management provides leadership, direction and sets the vison for the management of ITs critical incidents and service outages, coordinating with problem management and supporting functions for the delivery of solutions and services that enables the IT organization and clients to achieve established objectives, promote quality, and drive business value. Ensure quality delivery of services to the clients
  • The position will be required to provide expert advice on service delivery issues, planning, execution, coaching and creating best practice service delivery goals, standards and measures of success.
  • Implement service delivery processes that focus on how technology, strategies for the management of incidents, efficient streamlined processes and analysis of persistent problems can improve quality of service.
  • As owners of the Critical Incident Management process the position will coordinate with all IT divisions to implement Incident Management strategies to ensure that critical incidents and service outages re effectively governed from escalation to resolution.
  • The unit will actively review, track and report on lower priorty incidents and service requests with the goal to improve all aspects of ITs overall service delivery such as quality control and accurate information.
  • Designs, executes and delivers on strategies to deliver improved business outcomes that increase transparency to MTA and clients.
  • Identify potential incidents and/or increasing tread of repetitive incidents as well as review backlog and mean time to recovery.
  • Create Executive Dashboards, Operation Metrics and Weekly Reports.
  • Special projects as assigned.

Financial Management
  • Evaluate alternatives, perform appropriate cost benefit analysis, and recommend solutions that minimize costs with acceptable risks.
  • Demonstrate consistent quality of finance and administration, funding, communications and systems; recommend timelines and resources needed to achieve the strategic goals.
  • Maintain policies and standards aimed at minimizing costs related to the acquisition, implementation and operation of IT systems.
  • Evaluate alternatives, perform appropriate cost benefit analysis, and recommend solutions that minimize costs with acceptable risks.

Consultant / Advisory
  • Facilitate technology awareness of service delivery throughout the IT and / or business project life cycle.
  • Serve as a catalyst for innovative thinking in the deployment and utilization of information technology solutions across the organization.
  • Working with IT partners to identify opportunities to leverage technology to gain efficiencies in service delivery.
  • Utilize business intelligence tools and analytics for executive-level decision making.

Human Resource Management
  • Attract, develop, coach and retain high-performance team members, empowering them to elevate their level of responsibility, span of control and performance.
Qualifications • Successful track record in IT to meet the current and future needs of a complex transportation organization.• Thorough understanding of ITIL/ITSM processes with knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management, Service Catalogue Management, Availability Management, Continuous Improvement, Service reporting and KPIs.• Exceptional Power BI, PowerPoint, Visio, Office 365 including advanced Excel skills• Must have proven effective problem solving, decision making, critical thinking, leadership and analytical skills.• Experience with ServiceNow modules including Incident, Service Request, Change, Problem, Knowledge Management and reports.• Ability to create and tailor communications appropriate for the audience and the situation • Ability to work well under pressure and work multiple tasks simultaneously. • Detailed understanding of, and experience with, all ITIL processes.• Strong technical skills including Application, Infrastructure and Cloud technology experience Exceptional C-level verbal/written presentation and communications skills.• Ability to fit in with the constant shifting needs and demands of the business departments.• Demonstrated ability to manage a staff with responsibility towards a section/dept. budget.• Assertive but diplomatic with the ability to prioritize workload and to perform in a high-pressure environment Effective communication, presentation and leadership skills.• Must be a proven team leader with excellent facilitation skills.• Understanding of industry standard technologies and infrastructure such as: networking, servers, storage, middleware, databases, virtual infrastructure and cloud services• Ability to work including nights and weekends when escalated in a high priority outage

Education and Experience

  • A Bachelor's degree from an accredited college in Computer Science, Business Administration, Engineering, Finance, Information Services (or the equivalent of education and progressive responsible experience).
  • A minimum of 12 years of Information Technology experience with at least 6 years of progressive IT managerial experience .
Other Information

As an employee of MTA Headquarters you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than 101 ,3 79 (this figure is subject to change) per year or if the position is designated as a policy maker.

How To Apply

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Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

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