Senior Vice President, Production Services Application Support

BNY Mellon•Jersey City, NJ

22h•Onsite

About The Position

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary. We’re seeking a future team member for the role of Senior Vice President, Production Services Application Support to join our Production Services Application Support team. This role is located Jersey City, NJ, New York, Pittsburgh, PA or Lake Mary, FL Seeking a senior IT Service Management (ITSM) professional to identify, analyze, and address the root causes of incidents affecting business services. This role will reduce operational risk, improve service stability, and drive continuous improvement through structured problem management practices.

Requirements

Advanced Root Cause Analysis techniques
Incident and Problem Management processes
ITIL framework knowledge
ServiceNow or equivalent ITSM platforms
Infrastructure, application, and cloud technology fundamentals
Data analysis and trend identification
Risk assessment and mitigation
Ability to synthesize information from multiple technical domains
Pattern recognition across incidents and outages
Evidence-based decision making
Complex problem-solving under pressure
Cross-functional coordination
Meeting facilitation
Conflict resolution
Accountability management
Influencing without direct authority
Executive-level reporting
Technical documentation
Presentation and facilitation
Stakeholder management
Writing concise RCA reports
A Problem Manager with 5+ years of experience is generally expected to demonstrate: Leadership of complex RCA investigations involving multiple support groups.
Experience managing large-scale production incidents and post-incident reviews.
Proven success reducing recurring incidents through permanent corrective actions.
Ability to coordinate infrastructure, application, network, security, vendor, and business teams.
Experience tracking and driving remediation efforts to completion.
Familiarity with enterprise production environments and operational support organizations.
Strong understanding of service reliability, operational risk, and business continuity principles.
Knowledge of and experience with common performance measures (KPI) including: RCA Quality - Percentage of RCAs completed within SLA, Problem Resolution - Problem closure rate, Corrective Actions - Percentage completed on time, Service Stability - Reduction in repeat incidents, Operational Efficiency - Reduction in incident volume, Risk Reduction - Number of high-risk problems eliminated, Governance - Compliance with Problem Management standards.

Responsibilities

Lead the lifecycle of problem records from identification through closure.
Analyze recurring incidents, major incidents, and service disruptions to determine whether a problem investigation is required.
Prioritize problems based on business impact, risk, and recurrence.
Facilitate and lead root cause investigations involving technical and business stakeholders.
Apply structured methodologies such as: 5 Whys, Fishbone (Ishikawa) Analysis, Fault Tree Analysis, Kepner-Tregoe, Timeline/Event Correlation Analysis.
Validate root causes through evidence-based analysis rather than assumptions.
Produce executive and technical RCA reports.
Identify technical, procedural, organizational, and human factors contributing to service disruptions.
Analyze dependencies across infrastructure, applications, networks, cloud platforms, vendors, and operational processes.
Recommend preventative measures to reduce recurrence.
Assign remediation tasks to appropriate technical teams.
Establish ownership, timelines, and success criteria.
Monitor progress and remove roadblocks.
Verify completion and effectiveness of corrective actions.
Ensure long-term fixes are implemented rather than temporary workarounds.
Provide regular updates to senior leadership and operational teams.
Present findings and recommendations in business-friendly language.
Facilitate post-incident reviews and lessons-learned sessions.
Build consensus among multiple technology teams.
Maintain compliance with ITIL Problem Management processes.
Develop metrics and reporting on: Problem backlog, RCA completion rates, Corrective action closure rates, Repeat incident reduction, Service availability improvements.
Drive continual service improvement initiatives.