IT Service Outage Management Specialist

4 weeks ago

New York, New York, United States NYULMC Full time
Job Summary:

NYU Langone Health is seeking an IT Service Outage Management Analyst to join our team. The successful candidate will be responsible for ensuring the availability of all Medical Center IT systems at all times. This will involve coordinating outage operational support response with MCIT application and infrastructure teams to resolve issues or develop workarounds to restore services for high-priority problems.

Key Responsibilities:

Coordinate outage operational support response with MCIT application and infrastructure teams to resolve issues or develop workarounds to restore services for high-priority problems.
Monitor various systems and applications for potential outages and identify issues promptly.
Diagnose the root cause of outages using technical expertise and established procedures.
Implement effective troubleshooting steps to resolve outages and restore system functionality as quickly as possible.
Communicate proactively with impacted stakeholders, keeping them informed of the situation, estimated resolution time, and any necessary updates.
Document outage details, including root cause analysis, resolution steps, and lessons learned, for future reference and improvement.
Generate outage notifications and status updates to MCIT Leadership for P2 service outages.
Work with technical teams and business operations to implement improvements in service delivery and support.
Investigate Critical/Complex incidents and issues identified as problems.
Initiate Problem investigations and root cause analysis in conjunction with the problem owner.
Contribute to the continuous improvement of outage management processes by identifying areas for optimization and suggesting effective solutions.
Stay up-to-date on emerging technologies and industry best practices related to outage management and technical support.

Requirements:

Experience with hands-on implementation of ITIL best practices desired. ITIL v4 Foundations certification required.
Excellent analytical, critical thinking, and organizational skills.
Strong facilitation and communications skills, both verbal and written.
Commitment to work collaboratively and create a positive team environment with a proven ability to manage priorities and work on a variety of projects.
A basic understanding of enterprise server/storage/backup/DB/Application solutions supporting a large enterprise environment.
Basic skills for Windows, Unix, and Networking.
Experience with process design and process improvement methodologies is preferred.
Strong understanding of troubleshooting methodologies and problem-solving skills.
Excellent communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical audiences.
Ability to work independently and as part of a team in a fast-paced environment.
Proficient in using relevant technical tools and software.
Strong attention to detail and a commitment to providing high-quality service.

Additional Desirable Skills:

Experience with incident management frameworks (e.g., ITIL).
Knowledge of specific systems or technologies relevant to the organization.
Excellent time management and organizational skills.
Ability to work effectively under pressure and meet deadlines.

Education and Skills:

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Minimum of 2-3 years of experience in a technical support or related role.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.

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