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Senior Vice President, Problem Manager

1 month ago

Lake Mary, United States BNY Full time

Senior Vice President Problem Manager

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what is all about.

We're seeking a future team member in the role of Senior Vice President Problem Manager to join our Service Management Team within Production Services. This role is in Lake Mary, FL, HYBRID.

The Service Management Office is responsible for proactive governance, control and continuous improvement of the Production Services Operating model, underlying IT operational processes and supporting tools to ensure optimal and effective service delivery, production stability and regulatory compliance.

The Problem Manager will be responsible to lead the investigation of problems through root cause analysis, perform proactive trend analysis and monitoring, manage the lifecycle of a problem, collaborate with production stakeholders for completion of tasks and for overall governance of the problem management process.

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

  • Lead all problem management activities ensuring root cause and remediation actions are identified.
  • Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
  • Prepare statistics, KPI and trend reports for use in the problem management process.
  • Collaborate with subject matter experts to refine operating processes and procedures.
  • Coordinate, convene and problem review meetings.
  • Create and deliver external content regarding service disruptions.
  • Ensure that the problem management information reflects accurate errors and is complete.
  • Develop trend analysis and prepare service improvement plans to address identified gaps.

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

  • Bachelor's degree or equivalent experience
  • 5+ years of management experience; 2+ years in IT Service Management role required.
  • 10 + years of technology experience preferred.
  • Experience in the securities or financial services industry is a plus.
  • ITIL Certified or minimum 5 years working experience as a Problem Manager
  • Strong analytical skills

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

  • America's Most Innovative Companies, Fortune, 2024
  • World's Most Admired Companies, Fortune 2024
  • Human Rights Campaign Foundation, Corporate Equality Index, 100% score, Best Places to Work for Disability Inclusion, Disability: IN - 100% score,
  • "Most Just Companies", Just Capital and CNBC, 2024
  • Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
  • Bloomberg's Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY 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, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.