Job Description

Position Summary
The Director of IT Resiliency, Global Command Center, and Major Incident Management (IT Resiliency, GCC, and MIM) leads employees, consultants, and a global managed service provider to deliver three critical NYU IT functions: the IT Resiliency program, Global Command Center operations, and Major Incident Management. The Director oversees the University’s IT Resiliency program for enterprise administrative and academic systems and services. This includes developing strategy and operational plans for application resiliency, aligning initiatives with NYU IT’s strategic roadmap, and advising IT leadership on program progress, priorities, and risks. The role directs Application Impact Analysis (AIA) and lifecycle resiliency planning for enterprise systems, partnering with institutional stakeholders globally. The Director also collaborates with NYU Public Safety and Risk Management to ensure effective coordination between Business Continuity and IT Resiliency processes. For Global Command Center operations, the Director defines strategy and manages the 24/7 monitoring and incident response environment supporting NYU’s global systems and New York data centers. The role oversees the managed service provider, ensuring performance targets are met, and directs the evolution of monitoring capabilities, tools, and operational processes. Responsibilities include managing Tier 1 support, improving monitoring integrity and performance, identifying operational improvements, and providing leadership with regular status and performance reporting. For Major Incident Management, the Director establishes and governs the enterprise major incident strategy and operating model within ServiceNow. The role ensures critical incidents are managed quickly and consistently in alignment with business priorities. Responsibilities include defining escalation models and communication frameworks, overseeing the full incident lifecycle—from detection through resolution and post-incident review—and ensuring real-time visibility through dashboards, war rooms, and automated workflows. The Director drives cross-functional coordination across IT, security, infrastructure, and business teams; enforces SLA adherence; analyzes trends and KPIs through ServiceNow Performance Analytics; and leads continual service improvement initiatives. The role also ensures integration with monitoring systems, CMDB integrity, regulatory compliance, and effective crisis communications. The Director designs and leads the organizational structure for IT Resiliency, GCC, and MIM, ensuring appropriate staffing across employees, contractors, and managed service providers. The role evaluates team performance, drives operational excellence globally, and continuously refines service provider scope and performance expectations to meet evolving business needs.
Qualifications
Required Education:
Bachelor's Degree

Preferred Education:
Master's Degree

Required Experience:
10+ years Managing large and complex IT Resiliency programs, 24/7 Global Command Center operations, and major incident management operations. and

Required Skills, Knowledge and Abilities:
Knowledge of industry best practices around IT Resiliency (Disaster Recovery), Global Command Center operations, and Major Incident Management operations using ServiceNow. Expert level knowledge of all aspects of IT Resiliency, Global Command Center Operations, and Major Incident Management systems and procedures, including Application Impact Analysis, Disaster Recovery Tiering and testing cycles, end-to-end tabletop DR exercises, system and application monitoring, on-call scheduling, major incident management—from initation to closure, as it pertains to large and complex university environment, or equivalent. Expert level knowledge of monitoring architecture, solutions, and best practices. Excellent problem-solving, organizational, and communication skills.

Preferred Skills, Knowledge and Abilities:
Experience directing the development and execution of tabletop exercises modeling approach IT Disaster scenarios in order to stress test IT DR communications and processes