Senior Vice President, Production Services, Problem Management

hackajob is collaborating with BNY to connect them with exceptional professionals for this role. 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 is all about. Join us and be part of something extraordinary. This role is located Jersey City, NJ, New York, Pittsburgh, PA or Lake Mary, FL.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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:

• Advanced Root Cause Analysis techniques
• Incident and Problem Management processes
• ITIL framework knowledge
• Service Now or equivalent ITSM platforms
• Infrastructure, application, and cloud technology fundamentals
• Data analysis and trend identification
• Risk assessment and mitigation

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

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

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

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…