Senior Director, Public Safety Service Management

Company Description

Job Description

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 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.

Job Description
Provide centralized governance, strategic oversight, and operational leadership for all Service Management functions supporting New York City 911 and the Public Safety and Emergency Management (PSEM) Division within the New York City Office of Technology and Innovation.


This role is responsible for ensuring the reliability, resiliency, performance, and continuous improvement of services supporting 911 call handling systems, ESInet, CAD integrations, land mobile radio systems, data centers, applications, network infrastructure, and Public Safety Answering Center (PSAC) mission-critical facilities.


The position operates within a 24x7 life-safety environment where service assurance, regulatory compliance, and zero-fail execution are mandatory.


Strategic Service Governance
-Provide executive leadership for enterprise Service Management practices across all 911-related systems, technologies, infrastructure, and facilities (PSAC I and PSAC II).


Service Delivery Management
-Oversee day-to-day service fulfillment operations including service requests, work orders, and operational task management


Incident Management (Major & Non-Major)
-Lead structured Incident Management practices for service-impacting and non-impacting events.


Problem Management (Root Cause & Risk Reduction)
-Own enterprise Problem Management practice to identify systemic technical defects and recurring failure patterns.


Change Management & CAB Governance
-Oversee structured Change Management processes for all production systems impacting 911 operations.


Asset, Configuration & Lifecycle Management
-Maintain governance over the Configuration Management Database (CMDB) and asset inventory supporting 911 operations.


Service Level & Performance Management
-Define, monitor, and report on Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and vendor performance metrics.


Technology Operations Center
-Manage the 24x7x365 Public Safety Technology Operations Center (TOC) responsible for monitoring and coordinating mission-critical systems supporting NYC 911 operations, Citywide Emergency Communications, interagency public safety operations, and Public Safety Answering Centers (PSAC I and PSAC II).
-Oversee special projects and initiatives as assigned.

HOURS/SHIFT
Day - Due to the necessary management duties of this position in a 24/7 operation, the candidate may be required to be on call and work various shifts such as weekends and/or nights/evenings.

WORK LOCATION
Brooklyn, NY

TO APPLY
* Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website ( for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at:


* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to and search for Job ID #779543

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

This position is open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate in your cover letter that you would like to be considered for the position under the 55-a program

OTI participates in E-Verify

TELECOMMUNICATION MANAGER - 82984

Qualifications

1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or
2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or
3. Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

Additional Information

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.