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 oti.nyc.gov 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. You'll 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 OTI’s 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 (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) 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: http://www.nyc.gov/html/dcas/html/work/work.shtml

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

Please go to www.cityjobs/jobs/search 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