Transformation Lead LLC

Incident Response and Continuity Manager

Transformation Lead LLC

contract

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Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

ServiceNow

About the role

  • Reports to the Director of Service Delivery, with matrix responsibility to the Director of the Office of Infrastructure and Technology; accountable for managing and coordinating incident response efforts for AIM.
  • Highly collaborative; builds a culture of cooperation across departments and works closely with the Senior Leadership Team, AIM divisions, and enterprise fund departments to ensure effective response to planned and unplanned incidents impacting technology or City operations.
  • Engages with support teams to gather feedback, develop insights, and improve service delivery.
  • Partner with senior leadership on governance, strategy, and processes supporting AIM’s mission.
  • Lead the strategy for incident response management from initiation to conclusion.
  • Develop and oversee execution of technical response roadmaps based on the needs of employees, departments, and stakeholders.
  • Provide governance for AIM operations incident response plan (IRP) execution, documentation, and adherence (excluding cyber incident response).
  • Coordinate directly with the Mayor’s Office of Emergency Preparedness on citywide operational events.
  • Collaborate with leadership to identify, configure, and acquire systems supporting incident response.
  • Ensure effective deployment and utilization of systems such as ServiceNow to manage incident response protocols.
  • Oversee Continuity of Operations (COOP) protocols, including call tree/escalation management.
  • Facilitate COOP tabletop exercises with leadership to ensure readiness.
  • Serve as Incident Manager during declared incidents, coordinating activities per the IRP.
  • Lead root cause analysis (RCA) for technology incidents, ensuring completion of action items and recommendations.
  • Manage coordination efforts for Joint Operations Center (JOC) activations, including after-hours support when needed.
  • Serve as AIM Safety Warden, overseeing emergency preparedness activities.

Requirements

  • Exceptional leadership, communication, and presence.
  • High emotional intelligence.
  • Advanced knowledge of IT control practices in large infrastructure environments.
  • Strong collaboration skills with cross-functional teams.
  • Expertise in high-availability and resiliency architectures.
  • Proven ability to develop and execute strategy.
  • Strong analytical, organizational, and operational management skills.
  • Skilled in technical risk assessment and business impact communication.
  • Excellent written and verbal communication skills, able to convey complex topics clearly.
  • Operates with urgency and business awareness.
  • Bachelor’s degree in Computer Science, Technology, Engineering, or related field (equivalent professional experience and/or certifications considered).
  • 5+ years of relevant technology discipline experience.
  • 5+ years of progressive IT leadership experience.
  • Master’s degree in Computer Science, Engineering, or related field.
  • 5+ years of public sector experience.