Act as a senior escalation point for critical incidents during weekends and outside normal business hours, providing leadership, decision-making, and executive stakeholder management as required.
Oversee the coordination, communication, escalation, and resolution of major incidents, ensuring effective stakeholder engagement at all levels of the organization.
Drive technology resilience initiatives, partnering with infrastructure, engineering, cybersecurity, and business teams to improve service availability and recoverability.
Collaborate with teams responsible for IT Service Management (ITSM), Major Incident Management, process improvement, system integration, and implementation activities.
Champion continual service improvement by identifying trends, root causes, and opportunities to enhance operational stability and reduce repeat incidents.
Lead the strategic direction and evolution of Incident Management processes, leveraging ServiceNow and other technology platforms to improve automation, governance, reporting, and operational effectiveness.
Maintain senior-level relationships across technology, operations, and business stakeholders to ensure business priorities are understood and effectively supported.
Participate in defining and executing Production Services strategy, aligning operational objectives with broader organizational goals.
Lead strategic programs and initiatives that support long-term Production Services and technology resilience objectives.
Oversee the planning, organization, implementation, and governance of enterprise technology services and infrastructure operations.
Partner with key stakeholders to improve efficiency, effectiveness, productivity, risk management, and controls across the IT organization.
Establish and maintain appropriate organizational structures, staffing models, and succession plans to support a high-performing team.
Develop, coach, and mentor managers and individual contributors, fostering a culture of accountability, collaboration, operational excellence, and continuous learning.
Contribute to the achievement of broader organizational objectives through effective leadership, partnership, and execution.
To be successful in this role, we're seeking the following
Significant experience leading Major Incident Management, IT Operations, Production Services, or Technology Resilience functions within a large, complex enterprise environment.
Strong knowledge of ITIL practices, ServiceNow ITSM, Major Incident Management, Problem Management, Change Management, and Operational Resilience.
Proven ability to lead high-performing global teams and manage senior stakeholder relationships.
Experience driving process transformation, automation, and continual service improvement initiatives.
Exceptional communication, leadership, and executive stakeholder management skills.
Ability to lead effectively during high-pressure situations while maintaining focus on business outcomes and service restoration.
Bachelors degree in computer science, Information Technology, or a related discipline, or equivalent work experience; advanced degree preferred.
Experience within the securities, banking, or financial services industry is preferred.
Experience leading global medium- to large-sized teams, including both direct and indirect reports across Production Services, Operations, or Incident Management functions.
Demonstrated experience managing managers and developing leadership talent within a global organization.
Experience developing operational governance, metrics, and reporting frameworks to drive accountability and performance.
At BNY, our culture speaks for itself, check out the latest BNY news at:
BNY Newsroom
BNY LinkedIn
Here’s a few of our recent awards
America’s Most Innovative Companies, Fortune, 2025
World’s Most Admired Companies, Fortune 2025
“Most Just Companies”, Just Capital and CNBC, 2025
Our Benefits and Rewards
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.
