Public Safety Incident and Service Delivery Manager
Core
Manage operations for a team of front-line technical staff providing 24x7x365 end-to-end support for 911 production infrastructure services.
Role type
Senior IC incident and service delivery manager
Builds
911 production environment uptime and incident resolution workflows
Domain
Public safety / Emergency services / IT Operations
Required skills
Incident management, ITIL policy implementation, SLA/OLA monitoring, vendor performance management, root cause analysis, executive reporting, shift management, project requirements definition
Preferred skills
Technology adoption, strategic procedure development, cross-agency communication
Technologies
ITIL, 911 production systems, ticketing systems, conference bridge tools
Responsibilities
Own Incident Management processes and adhere to a metrics driven management style; Provide 24x7x365 production support; Manage and assess performance of contractors and vendors; Establish and monitor support team compliance with SLA's and OLA's; Communicate status and severity of impact to Executive Management; Review post-Incident and Problem tickets for root cause determination; Facilitate communications between internal/external agency support teams and 3rd party vendors; Oversee day-to-day operational process administration; Manage multiple projects and provide migration strategies.
Seniority
Senior, hands-on IC with supervisory duties
