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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.
- 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.
- 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.
- 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.
- 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.
- Attract, develop, coach and retain high-performance team members, empowering them to elevate their level of responsibility, span of control and performance.
- 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 .
Vacancy expired!