Job Description About the Agency: The New York City Department of Housing Preservation (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love. - We maintain building and resident safety and health. - We create opportunities for New Yorkers through housing affordability. - We engage New Yorkers to build and sustain neighborhood strength and diversity. HPD is entrusted with fulfilling these objectives through the goals and strategies of Housing Our Neighbors: A Blueprint for Housing and Homelessness, Mayor Adams’ comprehensive housing framework. To support this important work, the administration has committed $5 billion in new capital funding, bringing the 10-year planned investment in housing to $22 billion the largest in the city’s history. This investment, coupled with a commitment to reduce administrative and regulatory barriers, is a multi-pronged strategy to tackle New York City’s complex housing crisis, by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and increasing opportunities for equitable growth. ________________________________________ Your Team: Housing Preservation & Development Technology (HPD Tech) is the IT division within HPD. HPD Tech is committed to transform HPD through technology by promoting productivity and eliminating manual processing, shrinking costs, and increasing the pace of work. HPD Tech works to improve effectiveness of business processes using core applications for flawless execution. HPD Tech empowers decision makers with access to quality (complete and accurate) information to anticipate and pro-actively react to building, neighborhood and market conditions. The Office of HPDTech is composed of 7 units: CIO (Chief Information Office), CTO (Chief Technology Office), CPO (Chief Product Office), Budget, Enterprise Architecture, Planning & Compliance, and Information Security. Your Impact: As the Product Operations Manager for the Product Areas, you will be a key development team member representing the business owners and stakeholders. The primary responsibility will be to coordinate with stakeholders for the various technology solutions. Your Role: This position will coordinate, manage, and support work on multiple of technology projects related programs across City agencies including HPD. This position reports to the CPO Associate Commissioner. Your Responsibilities: The responsibilities include but are not limited to: - The position requires a keen eye for detail with the ability to multitask, communicate effectively and problem solving. - Advise manager on findings and the various courses they can take to address the problem. - Write memos and reports for managers to look over the findings and recommendations. - Analyze and interpret the raw data and identify patterns to provide clarity to the non-technical audience. - Liaise with internal and external teams on production schedules and timelines. - Escalate vendor support issues to senior management; identify problems and improve support service levels. - Conduct research, analysis and writing of multiple project specific documents, PowerPoint presentations by undertaking data collection from multiple sources, including primary, secondary, internal, and external sources to generate relevant data for analysis. - Create visualizations, including dashboards, flowcharts, and graphs to relay business concepts through visuals to colleagues and other relevant stakeholders. - Maintain data systems, as well as identifying new process improvement opportunities. - Collaborate closely with various IT teams to manage and coordinate development and application support efforts, identify opportunities for improvement. - Coordinate and follow up troubleshooting efforts to resolve application outage in a timely manner. - Ensures the daily operations and the resolution of operational, and administrative problems pertaining to policy and practice. - Responsible to create detailed schedules and work plans for all operational activities to ensure all required project deliverables are tracked with dependencies and resource assignments clearly identified in JIRA. Expertise in JIRA is required. - Accountable for continuous monitoring of program health and working with various product teams to adjust priorities and task plans to ensure the success of the program and its team members. Escalation tracker in SharePoint needs to be created and managed. - Tracks and drives resolution on open questions, issues and risks as well as develop risk mitigation plans, coordinating with various product executives and track in SharePoint. - Responsible to develop and maintain product performance metrics and KPIs, tracking key indicators such as uptime, response time, and customer satisfaction while assisting in building robust Incident management team. - Responsible to manage operational activities to guarantee timely product delivery. This encompasses all migration, releases and product-related tasks while coordinating with Release management. - Manage complex product launches within user facing teams with the goal of ensuring they have what they need to successfully support the changes with users and mitigate any user impacting risks. - Manage, conduct, and track post-mortem analyses of issues related to product releases to identify root causes and implement preventative measures. - Responsible to track all cybersecurity activities related to product security and compliance with regulatory standards and proper coordination is followed with OTI and NYC Cyber - Responsible to prioritize bugs for product development teams to address cross area dependency, connecting those teams to the ongoing issues that users are facing, and advocate for action to address the issues. - Responsible to address all on prem or cloud technologies, including infrastructure to mitigate operational issues on complex product. collaborate with multiple technology group in a large scale fast-paced environment. The employee is responsible for completing all the incumbents’ duties. Preferred skills - 4+ years of experience of analysis, requirements gathering, and/or operations analysis/process design. - Excellent communication skills, particularly being able to discuss business needs to both technical and non-technical staff. - Excellent people skills and the ability to provide leadership in a collaborative, team-driven approach. - Independent thinking and decision-making skills. - Capable of managing multiple tasks in a fast paced, high-volume environment and the ability to adapt plans to unexpected changes. - Working knowledge with Agile and Waterfall software development life cycle approaches. - Working knowledge with UML process diagramming, including experience with Microsoft Visio. - Have an aptitude for solving puzzles and bringing clarity to abstract, often contradictory needs. - Advanced degree in a relevant field is preferred (e.g., Business Administration, Public Administration, Public Policy, Computer Science, Information Systems, Urban Planning, Law, etc.). ________________________________________ . NOTE: Only those candidates under consideration will be contacted. This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and DC37. NYC residency is not required. Qualifications 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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.