IT Resiliency & Major Incident Response Lead

Summary

The NYPA IT Resiliency and DR team is responsible for overseeing the resolution of major incidents that significantly impact the organization’s IT services. Primary duties include coordinating the response to incidents, minimizing service disruption, and ensuring timely communication with stakeholders. The team collaborates and partners with IT Leadership, IT service managers, and NYPA Corporate functions to establish resiliency capabilities and continuously exercise the abilities to protect and adapt to NYPA's evolving business needs and implement the Digital vision.

Responsibilities encompass all activities required to ensure that the IT department and its subsidiaries can effectively respond to critical technology disruptions. This includes comprehensive management of all major IT incidents and the Root Cause Analysis (RCA) process. Additionally, this role involves supporting the development, implementation, and maintenance of IT Resiliency & DR Program, which covers disaster recovery planning, risk assessment, testing, and continuous process improvement.

The Lead must exhibit outstanding communication and leadership abilities, as they will interact with various business users and application owners, provide updates to IT and organizational leadership, spearhead the response to major incidents involving multiple stakeholders, and oversee the investigation process. Additionally, the Lead will be responsible for assessing and developing evolving policies and procedures.

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Responsibilities

• Lead the response to major IT incidents, ensuring timely resolution and minimal impact on business operations by collaborating with various teams, including business users, application owners, and technical support staff, to manage and resolve incidents. Serve as the primary point of contact during major incidents, providing regular updates to stakeholders, including IT and organizational leadership.
• Manage coordination with technical units and application owners dedicated to DR to ensure procedures and configurations are maintained and updated and influence technology services lifecycle roadmaps to ensure appropriate resiliency of the people, process, and technology.
• Serve as one of the experts to ensure Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO) are achievable and realized.
• Assist in the development of policies, procedures and guidelines for IT system recovery plans, and crisis management.
• Assist with the communication of changes and updates to the Resiliency Strategies and capability maturity of all facets of the IT Resiliency services with all relevant NYPA functions and leader
• Assist in ensuring that detailed configuration changes for all areas of IT (infrastructure, network, cloud, data, business, and operational applications, etc.) are captured and appropriately replicated to the hosting environments (on premise data centers and cloud services).
• Stay current on technology aspects of IT Resiliency services and DR professional practices and industry trends to assist in the continual development and maintenance of a resilient DR plan.

Knowledge, Skills and Abilities

• Direct experience in IT Service Management, Incident management or similar background which includes in implementing and managing Major Incident Manager or Duty Manager.  Direct experience or working knowledge of other technical IT disciplines such as Operating Systems, Data Centers, Cloud Services, Mobility, Database Management, Virtualization and Cyber Security and Network Infrastructure at an architectural level
• Thorough knowledge and experience in business resiliency and recovery procedure, planning, scheduling, and testing company-wide, including BCP (Business Continuity Plan), BIA (Business Impact Analysis), TIA (Technical Impact Analysis), DR (Disaster Recovery) plans, and various technical compliance areas, e.g., NERC/CIP, ISO5000, etc
• Expert understanding of industry best practices for Technical Compliance, Technology Disaster Recovery planning and Business Continuity
• Strong relationship-building and influencing skills with the ability to be both a leader and a team play operating with tact and diplomacy
• Capacity to manage through influence across multiple groups including both technology and business stakeholders
• Ability to remain calm in high pressure environment under unexpected circumstances and time constraints
• Experience in program/project management to synthesize multiple tasks and timelines into holistic, clearly defined milestones and deliverables; able to work within tight deadlines and a dynamic environment
• Excellent presentation and communication skills (verbal and written) with the ability to convey complex technical strategies, issues and plans to a broad audience from technician to senior business and technology management

Education, Experience and Certifications

• Bachelor’s degree required, in an IT related discipline preferred
• Minimum 8 years of progressive experience in IT services like Major Incident management, Crisis management, Disaster Recovery and/or Business Continuity in a technology setting preferred
• ITIL certification preferred
• Experience in leading incident response

Physical Requirements

Travel to NYPA sites is required.

The New York Power Authority is committed to providing fair, competitive, and market-informed compensation. The estimated salary range for this position is: $127,200.00  - $174,900.00. The salary offered will be determined based on the successful candidates’ relevant experience, knowledge, skills, and abilities.

The New York Power Authority and Canal Corporation believes that diversity, equity, and inclusion drive our success, and we encourage women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents and veterans to apply. As an equal opportunity employer, NYPA/Canals is committed to building inclusive, innovative work environments with employees who reflect communities across New York and enthusiastically serve them. We proudly celebrate diversity and do not discriminate based on race/color, creed/religion, national origin, citizenship or immigration status, age, disability, military status, gender/sex, sexual orientation, gender identity/expression, pregnancy and related conditions, familial/marital status, domestic violence victim status, predisposing genetic characteristics, arrest/criminal conviction record or any other category protected by law. 
 
NYPA/Canals will also provide reasonable accommodations during the hiring process related to candidates’ disabilities, pregnancy-related conditions, religious observances/practices and/or domestic violence concerns.  To request an accommodation, please email accessibility@nypa.gov.