Technical Operations Manager

Technical Operations Manager (TOM)

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 Technical Operations Manager (TOM) to join our D&A team. This role is located in Boston, MA.

In this role, you'll make an impact in the following ways:

• Serve as the primary client contact for requests, incidents, and project management related to the Eagle ACCESS hosted platform and new D&A business technology stack.
• Advocate for clients by collaborating with internal Eagle ACCESS and D&A resources to ensure client success and satisfaction.
• Ensure availability, performance, maintenance, and support of a fast-paced, high volume, high availability, and high growth environment.
• Manage incident and service request lifecycles, including triage, resolution, escalation, and communication with internal and external clients.

To be successful in this role, we're seeking the following:

• Bachelor's degree in computer science or a related discipline, or equivalent work experience required. 4-6 years of experience in applications support or production environment required; experience in the securities or financial services industry is a plus.
• Strong analytical and troubleshooting skills with the ability to prioritize multiple high priority issues in a dynamic environment.
• Experience working directly with clients at all organizational levels and proven ability to build strong relationships.
• Excellent communication skills to understand client requirements and clearly articulate issues and expectations to internal teams.
• Knowledge of SQL queries, ITIL v3 Foundation certification, and experience with ServiceNow or other high volume ticketing systems is a plus.
• Self-motivated with strong work ethic, initiative, critical and strategic problem-solving skills, and attention to detail.
• Flexibility to support market hours and perform some after-hours work as necessary.

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

The base salary for this position is expected to be between $58,000 and $70,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNY total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs. This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance, and market factors.