Director, IT Resiliency, GCC, and MIM

Posting Number: 2026-15429

Location: US-NY-New York

Hybrid Remote Work Classification: Hybrid: 60% to 80% Onsite

Department: Global Infrastructure

School/Division: NYU IT (WS1170)

Compensation Grade: Band 54

Union: N/A

FT/PT: Full-Time

Category: Technology

Position Summary
The Director of IT Resiliency, Global Command Center, and Major Incident Management 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.

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 initiation 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.

Additional Information
In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $165,000.00 to USD $205,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu
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NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels.

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From the time of its founding in 1831 until 1973, New York University housed its library collections in various campus locations. A major gift from Elmer Holmes Bobst and his wife, Mamdouha, enabled the University to bring its various collections together in a new library on Washington Square South in 1973.

The striking, 12-story Elmer Holmes Bobst Library, designed by Philip Johnson and Richard Foster, is the flagship of a 10-library system that provides students and faculty members with access to the world’s scholarship. The system holds 5.8 million volumes and more than 2 million e-books.

Located at the heart of NYU’s Washington Square campus, Bobst Library is central to its intellectual life. When school is in session, Bobst receives 10,000 visits per day and more than two million visits annually.

Bobst Library offers approximately 3,000 seats for student study. Its facilities include the Avery Fisher Center for Music and Media, one of the world’s largest academic media centers, with media-ready collaborative studies and carrels and the multi-channel Feldstein Immersion Room, which provides one of the most dramatic listening experiences in New York.

Also in Bobst Library, the Digital Studio offers a leading-edge resource for faculty and student projects and promotes access to digital resources for teaching, learning, research, and arts events. The Data Services Lab is equipped with high performance computers for qualitative, quantitative, and geographical research. The Studio and the Lab are staffed by expert consultants from the Libraries and NYU IT.

Bobst Library is home to the Libraries’ Special Collections Center, opened in September 2019 and designed for research into and exhibition of the Libraries’ extraordinarily rich special collections. The new Center co-locates the collections of three formerly separate repositories: Fales Library, Tamiment Library, and the University Archives. The renowned Tamiment Collections document the history of labor, socialism, anarchism, communism, and American radicalism. The Robert F. Wagner Labor Archives hold the Jewish Labor Committee Archives and the historical records of more than 130 New York City labor organizations. The Fales Collections include the Fales Collection of English and American Literature, one of the most comprehensive fiction collections in the country. The Fales Collections also focus on food studies, avant-garde New York music and art, and American history. For example, the unique Downtown Collection documents the Downtown New York literary and arts scene from the 1970s to the present, focusing on postmodern writing and dance, performance art, and the downtown music scene. Supporting NYU’s comprehensive programs in nutrition and food studies, the Marion Nestle Food Studies Collection documents American food history with a focus on New York City; the Dalia Carmel Collection includes regional and national cookbooks from all over the world. The Special Collections Center also houses the University Archives, which comprise the historical records of NYU.

NYU’s special collections are supported by the Barbara Goldsmith Preservation and Conservation Department, whose staff conserves and preserves archival material in all media, including papyrus, paper, plastic, magnetic tape, film, and more. NYU Digital Library Technology Services (DLTS) processes, enables access to, and preserves digital materials from both the NYU community and collaborating partner organizations.

Since 2004, NYU has renovated seven of Bobst Library’s 12 library floors.