IT Manager - Outage Management , NY

Overview

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation.

NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

For more information, go to NYU Langone Health, and interact with us on Linked In, Glassdoor, Indeed, Facebook, Twitter, You Tube and Instagram.

We have an exciting opportunity to join our team as a Manager of Outage Management. In this role, the Manager oversees the implementation and management of our Incident and Problem Management initiatives within the organization, ensuring they meet business needs and adhere to ITIL best practices. This includes managing Incident and Problem Management aligning these services with business objectives, and leading continuous improvement initiatives.

The role also monitors services performance, reports on key metrics, and may conduct training on ITIL practices. This person should stay current with emerging technologies and industry best practices related to outage management and technical support.

Implementing and Managing ITIL-based service management practices

• Setting up and maintaining the Incident and Problem management processes and procedures that support IT service delivery.

Aligning IT services with business objectives

• Ensuring IT services are strategically aligned with the organization's overall business goals and priorities.
• Identifying areas for process improvement and implementing changes to enhance service delivery and efficiency.

Coordinating with stakeholders

• Working with IT and business stakeholders to understand needs, ensure alignment, and address concerns.

Monitoring and reporting on service performance

• Tracking KPIs and SLAs to ensure services meet standards and identifying areas for improvement.

Ensuring compliance with ITIL standards

• Adhering to the ITIL framework and best practices for effective and efficient service delivery.

Managing Incident processes

• Overseeing day-to-day operations to resolve issues quickly and efficiently.

Providing leadership and guidance to the IT service team

• Leading, supporting, and motivating team members to achieve goals and contribute to the IT service management program.

Managing Service Level Agreements (SLAs)

• Defining and negotiating SLAs with customers to ensure IT services meet needs and expectations.

Ensuring quality and customer satisfaction

• Implementing quality control measures to ensure high standards and customer satisfaction.

Analyzing RCA reports and identifying root causes for improvement

• Reviewing incident and problem data to identify patterns and develop solutions to prevent future issues.

Perform other related duties as assigned.

• Bachelor's degree;
  At least 4 or more years of management and support experience in End User computing applications and infrastructure.
• Work experience in healthcare or equivalent experience in complex organizations.
• In-depth knowledge of personal computing, Mac and Windows PC/Workstation LAN systems, TCP/IP, End User Infrastructure Support management tools, client functions and applications; excellent consultative and communication skills; analytical ability; decisiveness; strong judgment; ability to work with clients; manage IMAC team; and manage vendor relationships.

• Management
  
  Experience:
  
  Minimum of 5-7 years in a managerial or related role.
• IT Systems and Processes:
  Understanding of how IT…