Sr. CX Technical Lead

Senior technical role responsible for end-to-end IT infrastructure delivery, SLA governance, and client engagement for BNY operations. Serves as the primary liaison across technology teams, management, and clients — ensuring service levels are consistently met and stakeholder relationships are proactively managed.

SLA Tracking & Governance

•  Own and govern SLA compliance across all infrastructure platforms and service towers.

•  Maintain SLA dashboards and reporting via ServiceNow / Power BI.

•  Conduct SLA review meetings; implement corrective actions for breaches.

•  Produce weekly, monthly, and quarterly SLA performance reports.

Client & Stakeholder Engagement

•  Act as SPOC for BNY client accounts on all IT infrastructure matters.

•  Conduct Weekly/Monthly/Quarterly Business Reviews (QBRs) with clients.

•  Proactively communicate service disruptions and risk mitigations.

•  Manage client escalations with urgency and professionalism.

•  Coordinate with vendors, partners, and management to ensure service continuity.

•  Represent IT in governance forums, steering committees, and audits.

Technical Leadership & Operations

•  Oversee infrastructure domains: EUC, Network, Directory Services, Genesys and Compute.

•  Drive automation and process improvement to reduce operational risk.

•  Oversee incident management for business-critical issues.