What are the responsibilities and job description for the COTS Application Support Manager position at New York City Office of Technology & Innovation?
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:
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
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
Minimum Qualifications
The successful candidate should possess the following: - 10 years of experience in application development or support, including 3 years supporting a COTS-based application. - 3 years of experience managing a development or support team and working with vendors. - Experience managing COTS application support, preferably in large, complex environments. - Hands-on experience supporting CRM platforms (e.g., case management, customer service, or constituent engagement systems). - Experience supporting or working with 311 systems or large public-facing service platforms is highly preferred. - Strong understanding of IT service management (e.g., ITIL concepts such as incident, problem, and change management).
55a Program
This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement
New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
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.
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.
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
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
Minimum Qualifications
- 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
- 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
- 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.
The successful candidate should possess the following: - 10 years of experience in application development or support, including 3 years supporting a COTS-based application. - 3 years of experience managing a development or support team and working with vendors. - Experience managing COTS application support, preferably in large, complex environments. - Hands-on experience supporting CRM platforms (e.g., case management, customer service, or constituent engagement systems). - Experience supporting or working with 311 systems or large public-facing service platforms is highly preferred. - Strong understanding of IT service management (e.g., ITIL concepts such as incident, problem, and change management).
55a Program
This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement
New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
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.