IT Operations Analytics & Problem Management Lead

Manager, IT Operations Analytics Problem Management

SALARY RANGE:

$146,330 - $172,718

DEPT/DIV:

Information Technology

SUPERVISOR:

LOCATION :

2 Broadway

HOURS OF WORK:

9:00 am - 5:30 pm (7.5 hours/day) or as required

This position is eligible for telewor k ing, which is currently 2 days per week . New hires are eligible to apply 30 days after their effective date of hire.

Opening

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Summary

The Manager, IT Operations Analytics & Problem Management provides leadership, vision, and strategic direction for MTA's enterprise Problem Management function and IT Operations Analytics program. This role ensures recurring and systemic issues impacting IT services are rapidly identified, root causes are clearly owned and validated, and corrective actions are effectively tracked and driven to resolution in collaboration with accountable teams.

The Manager oversees the end- to
-end Problem Management process across the organization, ensuring strong integration with other IT service management practices and leading cross-functional root cause analysis efforts. This role drives continuous improvement initiatives that proactively identify and mitigate operational risk, strengthening service stability, availability, and reliability. Additionally, the position leads the development and delivery of executive-level risk analytics, dashboards, and performance metrics, providing senior leadership with actionable insights across key domains including service availability, talent capacity, financial posture, State of Good Repair (SOGR), disaster recovery readiness, and cybersecurity risk.

Working across technical, operational, and business domains, the Manager strengthens MTA's operational resilience through data-driven decision-making, governance, and collaboration.

This role requires deep expertise in ITIL Problem Management, operational risk assessment, and advanced analytics, along with strong leadership and stakeholder engagement skills to improve service performance, reduce downtime, and support enterprise reliability objectives .

Responsibilities

• Establishes proactive problem detection and operational risk identification practices using trend analysis, monitoring insights, cross-system data correlation, and advanced Excel modeling
• Establish and enforce standards for analytics architecture, semantic modeling, DAX optimization, ETL design, performance tuning, and dashboard governance, ensuring solutions align with enterprise data architecture and operational objectives.
• Oversee the integration of analytics solutions across multiple IT domains (Availability, SOGR, Disaster Recovery, Cybersecurity, Finance, Talent), ensuring alignment with enterprise data architecture, Service Now/CMDB dependencies, and reporting requirements.
• Facilitates and oversees cross-functional root cause analysis (RCA) sessions with technical teams, service owners, and business stakeholders to ensure comprehensive, sustainable remediation strategies.
• Oversees and leads the enterprise-wide Problem Management process, ensuring recurring and major incidents are investigated, root causes are owned, and corrective actions are driven to completion.
• Oversees the design, implementation, and continuous improvement of problem management processes and automation, ensuring integration with IT operations analytics, cloud-based solutions, and alignment with enterprise IT goals.
• Communicates operational risk trends, insights, and improvement opportunities to senior leadership and business stakeholders to support enterprise decision-making and strategic alignment ensuring visualizations and dashboards are designed for clarity and executive consumption using UI/UX principles and Excel outputs.
• Reviews and prioritizes problem records based on business impact, operational risk, and recurrence patterns with relevant teams.
• Leads communication with IT executives, business stakeholders, and vendors to provide updates on problem status, RCA progress, corrective actions, and long-term remediation plans.
• Partners with cross-functional IT teams to gather, validate, and present monthly availability metrics and other IT risk metrics for dashboards covering availability, SOGR, disaster recovery readiness, cybersecurity, financial, and talent risks.
• Drives responsible adoption of AI-assisted analytics and development tools (e.g., Copilot) to improve productivity, enable governed self-service analytics, and enhance insight generation.
• Manage and oversee the…