Bring your ideas. Make history. BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.

With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We’re seeking a future team member to join our Service Management Team as Major Incident Management Lead , within our Production Services organization. This role is in New York City, NY.

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

• Lead a team of Major incident managers ensuring the team are equipped & trained to provide the services across the enterprise.
• Commands, controls, and directs incident bridge calls between technical SME’s 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.
• Ensures detailed incident status updates are provided both on-demand and periodically are provided on a timely and consistent basis.
• 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.
• 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.
• Drive direction during the Incident Lifecycle ensuring recovery actions is identified and delivered within expected timescale, perform hierarchy escalation required to expedite technology recovery actions.
• Leverage toolset to issue all incident status communications and engaging key stakeholders.
• Drive group chats and bridge calls to ensure momentum of diagnosis and recovery.
• Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.
• Ensuring all incident related documents and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews, etc.
• Active participation to improve Major Incident Management tactically and strategically.
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively.
• Providing periodic major incident metrics reports
• Provide support and participate in change control and problem management process.
• Send out executive alerts/communication mailers/status meetings. Focal point for incident status communication.
• Mandatory support for quarterly DR events.
• Support and coordinate special events.
• Ensure escalations get appropriate level of focus from technical team tech management, relationship managers, and business continuity.
• Chair review calls with support and technology management.
• 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.
• As Commander Center, take complete accountability of Command Center, including dashboards are up and running, ensure any adhoc senior mgmt visit to Command Center is seamless, take accountability of all planning, and execution of Command Center Tours for Clients, Reports sent to senior management on completed Tours and metrics are done in a timely manner.
  

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

• 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.
• Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking)
• Experience of managing and supporting incidents with multiple support staff engaged.
• Excellent verbal and written communication skills in English with ability to communicate to associates within all levels of the organization.
• Ability to remain calm and confident in a rapidly changing environment and set priorities accordingly.
• Ability to face senior executives and handle situations with ease where Clients & senior Stakeholders are involved.
• Handle conflict situations and make quick decision while driving incidents.
• Confident dealing with staff at all levels and providing direction and instruction.
• Negotiation skills for de-conflicting issues, priorities with different support groups, overcoming obstacles.
• Proactive self-starter able to use and work on own initiative and good time management skills.
• Ability to multitask effectively under pressure.
• Self-driven and capable to operate in a fast-paced environment.
• Familiar with ITIL Service Management Methodology
  

At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:

• Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg’s Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion , Disability: IN – 100% score
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP’s Climate Change ‘A List’

Our Benefits:

BNY Mellon 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 that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

BNY Mellon assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $122,000 and $266,000 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 BNYM 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 salary (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 performance, and market factors.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.

Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.