Vice President, Senior Incident Manager (SIO)

Vice President, Senior Incident Manager (SIO)

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 and champions of inclusion, 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 Vice President, Senior Incident Manager (SIO) to join our Enterprise Custody Services team. This role is located in Pittsburgh, PA.

We are looking for a Senior Incident Manager (SIO) who possesses advanced technical skills and a strong compliance focus to support our enterprise systems. The role is crucial for minimizing client impact, especially for F&A and transfer agency clients during the critical "Golden hours" shift from 4PM to 10PM ET. The SIO is responsible for providing leadership and making swift decisions to reduce SLA-related client risks, ensuring smooth service continuity and timely escalation responses.

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

• Lead production support efforts for enterprise systems, concentrating on incident response and problem management to maintain operational integrity.
• Quickly identify and coordinate both internal and external technical resources, subject matter experts, and business operations during periods of high impact.
• Utilize ServiceNow for handling incident and problem workflows, and employ Moogsoft for AIOps and event correlation to streamline response.
• Monitor and analyze system health by using observability tools, including Prometheus and Grafana, to ensure ongoing stability.
• Manage messaging middleware such as IBM MQ, ensuring its operational stability throughout production cycles.
• Prepare reports for clients and communicate technical issues clearly to stakeholders and senior management, facilitating transparency and understanding.
• Provide leadership during daily shifts that cover 6AM to 10PM ET, focusing particularly on the 4PM to 10PM ET window, and maintain coverage from 2PM to 10PM ET at least two days each week for SIO responsibilities.
• Support initiatives for resiliency and continuous improvement to prevent or minimize client impact and reinforce service reliability.

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

• Bachelor's degree in computer science engineering or related discipline, or equivalent work experience.
• 8-10+ years in IT operations, with at least three years dedicated to problem management or incident root cause analysis.
• Extensive experience in production support for complex enterprise systems.
• Experience with resiliency efforts and continuous improvement initiatives.
• Proficiency in root cause analysis and established problem management frameworks.
• Hands-on knowledge of ServiceNow and familiarity with Moogsoft for AIOps operations.
• Expertise in using monitoring and observability tools like Prometheus and Grafana.
• Knowledge of IBM MQ and other messaging middleware technologies.
• Understanding of ITIL processes and regulatory requirements specific to financial services.
• Ability to produce client-facing reports and clearly explain technical issues to non-technical audiences.
• ITIL Foundation or higher certification (Preferred).
• Incident and Problem Management certifications (Preferred)

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.