Job Description

Our Team

Technology Services Group (TSG) is the technology enabler for our firm. Our services provide a strong, resilient, and stable platform to host business processes while enabling innovation

Our Technology Production Services team is dedicated to ensuring that our technology environments are best in class. We run the systems that keep BNY Mellon running. Our mission is to deliver a full IT service management lifecycle across all run-the-bank applications and infrastructure support with the purpose of providing a controlled, secure, and predictable production environment.

The Role

We are seeking an experienced Technical Major Incident Manager (MIM) to join our Cyber Technology Operations Center (CTOC) in New York. Our Production Services global Cyber Technology Operations Center (CTOC) MIM team provides 24/7 coverage via our follow the sun model and manages major incidents while providing command and control for significant events across the bank.

You will be responsible for the delivery of the incident lifecycle from MIM engagement to resolution by leading the resolution for all significant event impacting incidents for the corporation. Youll be responsible for the end-to-end management of all IT major incidents.

Key Responsibilities:

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* Commands, controls, and directs incident bridge calls between technical SMEs and Senior Management (business and technology), to triage the issue, assess impact and drive the recovery actions for resolving the outage via workaround or permanent fix.
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* Ensures detailed incident status updates are provided both on-demand and periodically are provided on a timely and consistent basis.
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* Liaise with technology management as focal point for all high priority & major incidents reported and acquire a good situational understanding of the status event including root cause, recovery actions, impacts and chronology.
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* Actively manage resolver groups by driving them to employ a logical and methodical process to breakdown and isolate causes and recovery steps. Work with them to ensure steps are valid and follow a logical sequence.
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* Drive direction during the Incident Lifecycle ensuring recovery actions are identified and delivered within expected timescale, perform hierarchy escalation required to expedite technology recovery actions
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* Leverage toolset to issue all incident status communications and engaging key stakeholders.
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* Drive group chats and bridge calls to ensure momentum of diagnosis and recovery.
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* Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed
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* Ensuring all incident related documents and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews, etc.
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* Active participation to improve Major Incident Management tactically and strategically.
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* Supporting and nurturing process improvements and knowledge base improvements
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* Continually maintaining and developing tools and resources to manage major incidents effectively
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* Providing periodic major incident metrics reports
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* Provide support and participate in change control and problem management process.
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* Send out executive alerts/communication mailers/status meetings. Focal point for incident status communication.
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* Mandatory support for quarterly DR events.
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* Support and coordinate special events.
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* Ensure escalations get appropriate level of focus from technical team tech management, relationship managers, and business continuity
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* Chair review calls with support and technology management.
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* Providing on-call / off-shift incident management support for critical issues affecting, or potentially affecting the production environment. As required by rotation or short notice if circumstances require including weekends.

Designs, implements, integrates, and provides full support for complex software in a multi-tiered, multi-platform environment. Maintains and supports moderately complex infrastructure environments. Performs complex troubleshooting as a subject matter expert. Works to ensure appropriate monitoring and alerting setup. Leads root cause analysis and problem management for complex problems to address underlying technical issues. Collaborates with business and application development stakeholders. Lead production readiness reviews for new releases and validate the supportability of changes prior to introduction into production, Lead production readiness reviews and PTO controls for new releases and projects. Analyzes system requirements. Reviews and evaluates plans for major projects and initiatives to ensure they meet system needs. Coordinates the monitoring of major changes to infrastructure environment. Analyzes the most complex issues that arise. Collaborates with infrastructure engineering, quality assurance, app support for capacity monitoring & instrumentation. Creation of architectural diagrams and design specifications to aid automation. Designs, implements, and maintains automation toolsets for configuration management, infrastructure and application deployment processes. Complex Incident, Problem Management & Troubleshooting. Maintains business and operations relationships to ensure business needs are addressed. Interface with other technology groups including Application Development and Support. May mentor or provide guidance for junior team members. Contributes to the achievement of area objectives. Responsible for budget activity MODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTS Bachelor's degree in computer science or a related discipline, or equivalent work experience required; advanced degree preferred 10 - 12 years of related infrastructure experience required; experience in the securities or financial services industry is a plus

Qualifications

Qualifications

Bachelor's degree in computer science or a related discipline, or equivalent work experience required; advanced degree preferred 10 - 12 years of related infrastructure experience required; experience in the securities or financial services industry is a plus

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* 10 plus years of experience in a similar capacity in a large scale international financial services organization (banking brokerage industry experience is preferred) with hands-on experience working with multiple teams remotely in different locations
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* Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking)
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* Experience of managing and supporting incidents with multiple support staff engaged.
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* Excellent verbal and written communication skills in English with ability to communicate to associates within all levels of the organization.
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* Ability to remain calm and confident in a rapidly changing environment and set priorities accordingly.
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* Handle conflict situations and make quick decision while driving incidents.
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* Confident dealing with staff at all levels and providing direction and instruction.
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* Negotiation skills for de-conflicting issues, priorities with different support groups, overcoming obstacles.
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* Proactive self-starter able to use and work on own initiative and good time management skills.
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* Ability to multitask effectively under pressure.
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* Self-driven and capable to operate in a fast-paced environment.
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* Agile attitude

Preferred:

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* Familiar with ITIL Service Management Methodology