Principal, IT Operations Analytics and Problem Management

Description

Position at MTA Headquarters

JOB TITLE:

Principal, IT Operations Analytics and Problem Management

SALARY RANGE:

$142,250 - $167,902

DEPT/DIV:

Information Technology

SUPERVISOR:

Senior Director, Portfolio/Project Management, I&OE

LOCATION:

2 Broadway, New York, NY 10004

HOURS OF WORK:

9:00 am - 5:30 pm (7.5 hours/day) or as required

This position is eligible for teleworking, which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

Opening:

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation's largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Summary:

The Principal of IT Operations Analytics & Problem Management serves as a senior technical contributor responsible for coordinating enterprise Problem Management and IT Operations analytics through advanced data analysis, reporting, and process optimization. This role ensures IT service issues are quickly and efficiently identified and diagnosed, tracking underlying root causes, and ensure preventive and corrective actions are coordinated across IT teams, with progress, risk, and resolution status actively monitored and communicated. This role leverages tools such as Power BI, Excel VBA, ServiceNow reporting, and CMDB data to provide data-driven insights and recommendations to improve service reliability, operational resilience, and business satisfaction. The Principal plays a critical role in developing and maintaining actionable BI dashboards-including Availability, SOGR, Disaster Recovery, Cyber, Finance, and Talent-that reduce downtime, enhance service availability, and strengthen overall IT performance across the MTA.

Responsibilities:

• Design, develop, and maintain business intelligence products such as Power BI solutions using formula languages such as DAX, Power Query (M), as well as programming languages such as SQL, VBA, and Python to build semantic models, dashboards, and advanced calculations that ensure accuracy, scalability, performance, and governance.
• Design and develop end-to-end analytics capabilities by creating and optimizing data models, ETL pipelines, and integrations using programming languages such as SQL, VBA, Python, and Azure-based data services, ensuring scalable Power BI backend architecture and enterprise analytics across multiple IT domains (Availability, SOGR, Disaster Recovery, Cybersecurity, Finance, Talent).
• Design and develop visually effective Power BI dashboards applying UI/UX design best practices, including layout design, interaction patterns, accessibility considerations, advanced visuals, paginated reports, Power BI Q&A, and governed refresh and distribution strategies.
• Optimize complex semantic models and DAX measures across multi-source datasets while maintaining performance, accuracy, and reusability.
• Design and automate advanced Excel-based analytics solutions using macros, Power Query, Power Pivot, PivotTables with calculated fields and measures, and advanced formulas to support data analysis, reconciliation, and reporting.
• Creates CMDB queries and builds ServiceNow reports to ensure accurate configuration data and actionable insights.
• Utilize AI-driven tools (e.g., Microsoft Copilot) to accelerate development, automate repetitive tasks, optimize performance, and enable natural-language analytics for actionable insights.
• Collaborates with multiple IT domains (Availability, SOGR, Disaster Recovery, Cybersecurity, Finance, Talent), along with IT & business leaders, to align Power BI solutions with enterprise architecture.
• Leverage Microsoft documentation, Azure architecture guidance, and internal engineering standards to resolve complex technical challenges.
• Leads Problem Management, defining and governing ITIL-aligned processes, standards, and performance metrics, ensuring adherence to best practices by tracking and reporting on root cause analysis activities performed by the responsible technical teams.
• Coordinates root cause analysis by collaborating with technical teams, combining event correlation, CMDB relationships, performance monitoring, and availability data.
• Defines, evaluates, and continuously improves Problem Management processes, standards, and procedures. Governs the lifecycle of problem records, reporting standards, and supporting documentation, ensuring alignment with ITIL best practices and enterprise data governance requirements.
• Identifies patterns and trends in incident and problem data to proactively prevent service disruptions.
• Partners with technical teams to ensure workarounds and known errors are documented and communicated across IT and business stakeholders.
• Conducts regular problem review meetings with stakeholders to prioritize, track, and resolve high-impact issues.
• Extract, transform, and analyze data from ServiceNow (Problem, Incident, Change, CMDB modules) using SQL-based queries and analytical techniques to identify recurring issues and recommend system or process improvements.
• Develop, maintain, and enhance Power BI dashboards and Excel VBA automation solutions to monitor, analyze, and visualize problem trends and operational performance metrics.
• Reviews and analyzes ServiceNow reports and CMDB health metrics to assess accuracy and completeness of configuration data, tracking and following up with relevant teams to address gaps.
• Defines, monitors, and reports on key performance indicators such as Mean Time to Repair (MTTR), ticket resolution rates, and problem recurrence rates, presenting findings to leadership and stakeholders
• Collaborates with incident, change, configuration, and availability management teams to ensure seamless data integration and cross-process reporting.
• Collaborates with cross-functional IT group to gather metrics for reporting, such as Availability, State of Good Repair (SOGR), Disaster Recovery (DR) readiness, Cyber posture, Financial & Talent risks, etc.
• Ensures seamless integration of the Problem Management process with Incident, Change, Configuration, Availability, and Event Management to support end-to-end IT Service Management practices.
• Establishes prioritization policies for problem tickets, assigns ownership, and coordinates cross-team resources to ensure timely root cause analysis, documentation of known errors, and effective closure.
• Serves as a subject matter expert (SME) in root cause analysis methodologies, issue resolution techniques, and industry best practices to guide resolver groups and business stakeholders.
• Produces and publishes detailed Root Cause Analysis (RCA) reports for major incidents, including problem summary, event timeline, confirmed root cause, corrective actions, and follow-up tracking.
• Provides IT leadership with risk and impact assessments of outstanding problems, resources required for resolution, and progress against service-level objectives.
• Champions the value of Problem Management by driving continual service improvement, reducing downtime, and promoting knowledge sharing through the documentation of workarounds and known errors.
• Observes troubleshooting activities when necessary, gathers supporting data, and ensures corrective actions and long-term solutions are implemented and verified for effectiveness.
• Drives continuous process improvement by recommending changes based on quantitative analysis and historical data insights.
• Provides support on agenda and materials development for division meetings and events
• Mentor junior analysts on data analysis techniques, Power BI development, Excel automation, and Problem Management best practices.
• Performs other duties as assigned
• Complies with all policies and standards
• May be required to work hours outside regular work hours, as applicable
• Observes the work performed by contractors, as applicable
• Reviews invoices and approves them if the work meets contractual standards, as applicable
• Addresses performance issues with the contractor when possible, as applicable
• Escalates issues to other parties when needed, as applicable

Required Qualifications:

• Bachelor's Degree in Arts/Sciences (BA/BS), preferably in Computer Science, Engineering, or Information Services. An equivalent combination of education and experience may be considered in lieu of a degree.
• Minimum of 10 years of experience with at least 4 years in a senior-level data analysis capacity with reporting responsibilities, cross-functional technical team oversight, and coordination of root cause analysis efforts, and at least 2 years of demonstrated progressive experience in managing problem analysis.
• Requires at least two certifications in the current platform/domain/technical skill. Certifications may include, but are not limited to:
• AVIXA Certified Technology Specialist (CTS)
• AWS Certified Advanced Networking - Specialty
• AWS Certified DevOps Engineer
• AWS Certified Solution Architect - Associate & Professional
• Azure Administrator Associate
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Associate (CCNP) Collaboration
• Cisco Certified Network Professional Data Center (CCNP)
• Cisco Certified Network Professional Enterprise (CCNP Enterprise)
• CompTIA Cloud+
• CompTIA IT Project+
• CompTIA Network +
• Certified ScrumMaster (CSM)
• CompTIA Server+
• Google Certified Professional Cloud Architect
• HPE Master ASE - Storage Solution Architect
• IBM Certified Cloud Solution Architect
• IBM Certified Solution Developer - WebSphere MQ v7.0
• IBM Certified System Administrator
• Microsoft Azure Administrator
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Developer Associate
• Mitel Certifications
• Oracle Certified Professional, Java EE Business Component Developer
• SIP School Certified Associate (SSCA)
• VMware Certified Professional - Network Virtualization
• PMI Professional in Business Analysis (PMI-PBA) Upon Hire

Technical Skills:

• Advanced proficiency in Power BI (Desktop & Service), semantic modeling, DAX, Power Query (M), Power Pivot, Python, and SQL with experience managing multi-source datasets integrations across multiple IT domains (Availability, SOGR, Disaster Recovery, Cybersecurity, Finance, Talent).
• Strong experience designing cloud-based analytics solutions using Azure.
• Skilled in data modeling, ETL processes, integration, and performance tuning for enterprise analytics.
• Advanced Excel expertise, including VBA programming, macros, calculated measures, Power Query, and data modeling.
• Experience in ServiceNow reporting and CMDB data analysis.
• Experience in data analysis, data reporting, and statistical process control.
• A broad understanding of current and emerging technologies.
• Knowledge of MTA/Agency policies and procedures.
• Comprehensive knowledge of business processes involving the flow of resources from origin to consumption to meet end-user requirements.
• ITIL Operational Support and Analysis qualification (preferred).
• ITIL Service Operation qualification (preferred).
• Proficient in AI-assisted development tools (e.g., Copilot) for accelerating code generation, optimizing queries, and enabling natural-language reporting.

Analytical Skills:

• Proven analytical and troubleshooting skills in identifying root causes and resolving complex IT issues.
• Ability to present complex technical findings to non-technical audiences.
• Excellent time management and organizational skills, with the ability to manage multiple priorities simultaneously.
• Ability to quickly adapt to changing requirements, priorities, and demands of business units.
• Strong customer support skills with a focus on problem-solving and service improvement.

Competencies:

Core Competency

Proficiency Level

Competency Definition

Cultivates Innovation

Advanced

Creating new and better ways for the organization to be successful

Customer Focus

Advanced

Building strong customer relationships and delivering customer-centric solutions

Communicates Effectively

Expert

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Tech Savvy

Expert

Anticipating and adopting innovations in business-building digital and technology applications

Technical Skills

Expert

Specialized knowledge and expertise on tools, programs, domains, platforms, and products used for specific tasks

Values Diversity

Expert

Recognizing the value that different perspectives and cultures bring to an organization

Other Information:

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").

Equal Employment Opportunity:

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.