COTS Application Support Manager

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity improve public safety and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action follow us on social media NYCOfficeofTech and visit to learn more.

At OTI we offer great benefits and the chance to work on projects that have a meaningful impact on millions of people. Youll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

We are looking for a manager to lead OTIs COTS (Commercial Off-the-Shelf) Application Support group within the DevOps unit of the Applications Division. The COTS Application Support Manager is responsible for the operational support stability and continuous improvement of vendor-provided enterprise applications with a strong focus on NYC 311 and other Customer Relationship Management (CRM) platforms used across city agencies. This role provides leadership for application support teams serves as the primary escalation point for complex system issues and manages vendor relationships to ensure that mission-critical systems are highly available secure and aligned with business needs.

Responsibilities will include:
-Oversee day-to-day support for NYC 311 and other COTS systems.
-Ensure system availability performance and reliability in accordance with SLAs.
-Act as the senior escalation point for complex incidents impacting 311 call centers digital channels and CRM workflows.
-Coordinate incident response problem management and root-cause analysis.
-Partner with business owners 311 operations teams and agency stakeholders to ensure systems meet operational and public service needs.
-Serve as the primary liaison with COTS vendors supporting 311 and other CRM platforms.
-Manage vendor support tickets escalations upgrades patches and maintenance activities.
-Ensure vendors meet contractual obligations performance standards and security requirements.
-Collaborate with internal teams such as infrastructure cybersecurity and integration to coordinate changes and resolve issues.
-Mentor staff and promote knowledge sharing and documentation best practices.
-Conduct performance management and support professional development.
-Perform special projects and initiatives as assigned.

HOURS/SHIFT
Day - Due to the necessary technical duties of this position in a 24/7 operation candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION
Brooklyn NY

TO APPLY
Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website ( for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting or that you file for the examination when there is an open filing period. For more information regarding the civil service process please visit the DCAS website at:

* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to and search for Job ID #770051

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

OTI participates in E-Verify

TELECOMMUNICATIONS MANAGER (NO - 8298A

Qualifications :

1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific technical electronic or related area and four years of satisfactory fulltime experience in the performance of analytical planning operational technical or administrative duties in a voice and/or data telecommunications or closely related electronics planning management and/or service organization one year of which must have been in a highly specialized capacity and 18 months must have been in an executive managerial or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or

2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent scientific technical electronic or related area and five years of experience as described in 1 above; or

3. Education and/or experience equivalent to 1 above. However all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in 1 above and must possess the 18 months of executive managerial administrative or supervisory experience as described in 1 above.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

No

Employment Type :

Full-time