Senior Vice President, Production Services, Problem Management

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 Problem Management Specialist 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. 

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

Problem Identification and Management

• 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.

Root Cause Analysis (RCA)

• 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.

Contributing Factor Analysis

• 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.

Corrective Action Management

• 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.

Stakeholder Communication

• 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.

Process Governance and Continuous Improvement

• 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

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

Technical Skills

• 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

Analytical Skills

• Ability to synthesize information from multiple technical domains
• Pattern recognition across incidents and outages
• Evidence-based decision making
• Complex problem-solving under pressure

Leadership Skills

• Cross-functional coordination
• Meeting facilitation
• Conflict resolution
• Accountability management
• Influencing without direct authority

Communication Skills

• Executive-level reporting
• Technical documentation
• Presentation and facilitation
• Stakeholder management
• Writing concise RCA reports

Typical Experience Requirements

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

BNY assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $102,000 and $221,000 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 (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.