Director of Service Support

Company

Federal Reserve Bank of New York

Working at the Federal Reserve Bank of New York positions you at the center of the financial world with a unique perspective on national and international markets and economies.

You will work in an environment with a diverse group of experienced professionals to foster and support the safety, soundness, and vitality of our economic and financial systems.  

 

The Bank believes in work flexibility to balance the demands of work and life while also connecting and collaborating with our colleagues in person.

Employees can expect to be in the office a couple of days per week as needed for meetings and team collaboration and should live within a commutable distance. 

What we do: 

Enterprise Support (ES) consolidates accountability for all technology support services across the Bank.

ES coordinates with National IT on matters of shared infrastructure, system processes and end user technologies across the System to enable seamless delivery and support.

ES collaborates closely with Enterprise Platforms and Capabilities (EPC), Markets Technology (MT), and Enterprise Architecture (EA) to deliver standard infrastructure capabilities/products, infrastructure engineering, provisioning and deployment of infrastructure components.

ES oversees infrastructure and operations support processes to ensure stability and continuous improvement of the production environments and manages full life cycle of End-User technology.

ES cultivates and maintains excellent relationships with service providers and vendors.

This position reports to the Head of Enterprise Support.

Your role as Director of Service Support:

The Service Support Department within the ES Function is responsible for aligning operational processes to drive consistency, quality, scalability, resulting in improved business value, with an emphasis on IT Service Management disciplines (Incident, Problem, Service Availability Management, Change, Release, Configuration Management, Vulnerability Remediation, SAFR Compliance, Business continuity Planning)

The Director of Service Support is a key partner to all Technology Group’s functions as well as FRBNY Business Areas and National IT.


* Ensures that IT processes (including those of internal & external service providers) are conducted in line with policies and applicable standards. 


* Accountable for operational process management leveraging deep understanding of technical infrastructure, applications, shared platforms and business capabilities across the Federal Reserve System (FRS). 


* Manages all major technology incident communications across FRBNY and NIT (24x7x365).


* Ensures consistency, quality, and scalability across Information Technology Service Management disciplines to improve business value.


* Facilitates stakeholder engagement for key technology processes and influences outcomes across the Function, Business Lines and the Federal Reserve System.


* Maintai...