Director, Production Services Manager

hackajob is collaborating with BNY to connect them with exceptional professionals for this role.

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Head of Production Services Governance, Incident & Problem Management

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Role Summary

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The Head of Production Services Governance, Incident & Problem Management is accountable for the enterprise governance, standards, and performance of Technology Incident Management and Problem Management (including root cause analysis) across BNY’s Platforms. This leader oversees a team that sets the operating model, drives consistent execution, improves quality and speed of restoration, and strengthens auditability and regulatory credibility.

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The role is the senior point of accountability for:

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• Firm-wide incident/problem governance and ITIL-aligned standards
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• High-severity incident command and communications frameworks
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• End-to-end RCA quality and timeliness, including corrective/preventive actions
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• Regulatory and client-facing incident narratives and responses
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• Internal oversight engagement with groups such as ORR and ERO
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• Automation and AI augmentation to modernize and scale incident/problem practices
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This position partners closely with engineering, SRE/operations, cyber, resiliency, risk, compliance, and business stakeholders to ensure stability, transparency, and continuous improvement of production services.

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Key Objectives

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1. Protect service availability and client experience by ensuring rapid restoration and disciplined incident handling.
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2. Improve resiliency and reduce repeat incidents through high-quality problem management, robust RCAs, and effective remediation governance.
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3. Strengthen governance and audit defensibility by ensuring consistent process adherence, evidence capture, and clear accountability.
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4. Modernize production governance through automation, AIOps capabilities, and AI-assisted workflows.
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5. Elevate operational excellence through measurable improvements in MTTR, recurrence, SLA adherence, and control effectiveness.
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Primary Responsibilities

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1) Enterprise Incident Management Governance (ITIL)

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• Own the Incident Management practice and ensure it is implemented consistently across Platform Production Services and aligned to ITIL principles.
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• Establish and maintain incident taxonomy, severity models, prioritization rules, escalation paths, and functional/organizational RACI.
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• Define Major Incident Management (MIM) framework: incident command roles, war-room orchestration, communications cadence, stakeholder engagement, and decision rights.
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• Ensure end-to-end controls: accurate incident logging, categorization, impact assessment, timeline reconstruction, evidence retention, and closure criteria.
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• Drive performance through standard KPIs (e.g., MTTA/MTTR, reopen rate, SLA compliance, major incident frequency, customer-impact minutes, incident backlog health).
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2) Enterprise Problem Management & RCA Excellence (ITIL)

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• Own the Problem Management practice including proactive problem identification, trending, and prevention of recurrence.
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• Establish RCA standards (methodologies such as 5 Whys, fishbone, fault tree, “cause–trigger–control gap” framing) and ensure consistent quality across teams.
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• Govern Corrective and Preventive Action (CAPA) management: remediation backlog, prioritization, due dates, owner accountability, and validation of effectiveness.
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• Maintain governance for Known Errors and Workarounds, enabling faster recovery and better knowledge reuse.
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• Drive systemic improvements by connecting incidents/problems to resiliency risks, architectural weaknesses, control gaps, and engineering quality.
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3) Regulatory, Client, and Executive Communications & Responses

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• Serve as accountable executive for regulatory responses and supervisory requests relating to incidents, outages, recovery actions, RCA findings, and resiliency improvements.
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• Lead firm readiness for time-sensitive regulatory deliverables—ensuring accuracy, consistency, and defensible evidence.
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• Coordinate and quality-assure client communications for impactful incidents (internal/external statements, timelines, cause, remediation, and prevention).
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• Provide clear executive narratives and materials for senior leadership, risk committees, audit committees, and business stakeholders.
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4) Oversight & Partnership Model (ORR, ERO, Risk, Audit, Compliance)

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• Act as the primary interface to internal oversight groups (e.g., ORR, ERO, Operational Risk, Compliance, Internal Audit, and Technology Risk Management).
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• Ensure incidents/problems are appropriately mapped to relevant governance constructs (e.g., operational risk events where applicable) with clear traceability.
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• Lead continuous improvement of control coverage and evidence quality to support audits and examinations.
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• Partner with Resiliency teams to connect operational learning to scenario testing, dependency mapping, recovery planning, and service resiliency metrics.
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5) Standardization, Quality Assurance, and Continuous Improvement

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• Build and run a Quality Management System for incident/problem practices: sampling, assurance reviews, coaching, playbooks, and maturity assessments.
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• Develop and maintain standard artifacts (runbooks, major incident playbooks, comms templates, RCA templates, PIR guidance).
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• Run Continual Improvement programs: trend analysis, “top drivers” remediation themes, performance benchmarking, and maturity roadmaps.
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• Drive adoption of consistent tooling, workflows, and data standards across platforms.
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6) Automation & AI Enablement (AIOps / Intelligent Operations)

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This role is expected to use AI responsibly to improve speed, quality, and scale of incident/problem management while meeting security, privacy, and model-risk expectations.

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Key AI and automation outcomes include:

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• AI-assisted triage: classification, routing, deduplication, and severity recommendation based on history and signals.
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• Correlation and probable cause insights using telemetry, topology, and change data to identify likely blast radius and suspects.
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• Automation for repetitive tasks: stakeholder updates, timeline capture, evidence packaging, and post-incident documentation generation.
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• RCA acceleration: AI-supported timeline reconstruction, log summarization, anomaly explanation, and “similar incident” retrieval.
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• Knowledge management uplift: automated drafting of knowledge articles/workarounds; improvement suggestions based on recurrence patterns.
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• Establish governance for AI usage: model transparency, human-in-the-loop controls, data handling, audit logs, and bias/quality monitoring.
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7) Leadership & Talent Development

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• Lead and develop a high-performing team of incident/problem governance professionals (e.g., problem managers, automation analysts).
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• Establish role clarity, training paths, and ITIL-aligned capability development.
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• Foster a culture of calm, disciplined execution during crises and a learning culture post-incident—focused on prevention, not blame.
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Scope & Decision Rights

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• Enterprise-level authority to define and enforce incident/problem standards and minimum controls.
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• Authority to convene major incident response, direct escalations, and require timely executive updates.
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• Authority to gate incident/problem closure based on quality criteria (documentation, evidence, RCA completeness, CAPA commitments).
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• Joint governance with engineering/production leaders to prioritize remediation work and measure effectiveness.
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Key Interfaces

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• Platform Production Services leaders, SRE/Operations, Engineering, Architecture
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• Cybersecurity Operations, Fraud/Financial Crime Technology (as relevant)
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• Enterprise Resiliency Office (ERO)
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• Office of Regulatory Relations (ORR)
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• Operational Risk, Compliance, Legal, Privacy
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• Internal Audit, Technology Risk Management
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• Business/Product leadership and client coverage teams
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Required Qualifications

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• 10–15+ years in technology operations, SRE/production services, service management, or resiliency roles in complex enterprises; regulated financial services strongly preferred.
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• Demonstrated leadership in Major Incident Management and Problem Management/RCA at enterprise scale.
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• Strong command of ITIL practices (Incident, Problem, Monitoring & Event, Service Level, Change Enablement, Continual Improvement; familiarity with CMDB/Service Configuration is a plus).
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• Proven experience driving process standardization, operating model change, and measurable performance improvements (e.g., MTTR reduction, recurrence reduction).
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• Experience leading regulatory/audit-facing responses with strong evidence discipline and executive communication.
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Preferred Qualifications / Certifications

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• ITIL 4 Managing Professional (MP) and/or ITIL Strategic Leader (SL); ITIL Foundation minimum.
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• Familiarity with ISO/IEC 20000, NIST, and resiliency/operational risk expectations in financial services (helpful but not required).
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• Experience with AIOps platforms/observability tooling (e.g., event correlation, log analytics, tracing, anomaly detection).
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• Experience with Agile/DevOps/SRE operating models and integrating incident/problem practices into product/platform delivery.
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Core Competencies (What “Great” Looks Like)

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• Crisis leadership: calm command presence, structured decision-making, clear communications under pressure.
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• Governance rigor: sets standards that are pragmatic, scalable, and audit-defensible.
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• Analytical excellence: uses trends and data to drive prevention, not just restoration.
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• Influence without friction: partners effectively with engineering leaders to get remediation done.
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• Automation mindset: removes manual steps, improves quality through workflow and tooling.
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• AI fluency with controls: leverages AI safely with strong human oversight and evidence trails.
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Success Metrics (Illustrative)

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• Reduced major incident frequency and customer-impact minutes (YoY).
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• Improved MTTR/MTTA and decreased escalations due to better routing/triage.
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• Increased RCA timeliness and quality scores, fewer incomplete RCAs, higher CAPA completion on time.
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• Reduced repeat incidents driven by top recurring causes.
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• Improved audit/regulatory outcomes: fewer findings, faster response cycles, higher evidence quality.
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• Increased automation coverage: % of incidents with AI-assisted classification/correlation; reduction in manual documentation hours.
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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.

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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.