Director, Production Services Manager

About the role

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.

Responsibilities

• Own the Incident Management practice and ensure it is implemented consistently across Platform Production Services and aligned to ITIL principles.
• Establish and maintain incident taxonomy, severity models, prioritization rules, escalation paths, and functional/organizational RACI.
• Define Major Incident Management (MIM) framework: incident command roles, war-room orchestration, communications cadence, stakeholder engagement, and decision rights.
• Ensure end-to-end controls: accurate incident logging, categorization, impact assessment, timeline reconstruction, evidence retention, and closure criteria.
• Drive performance through standard KPIs (e.g., MTTA/MTTR, reopen rate, SLA compliance, major incident frequency, customer-impact minutes, incident backlog health).
• Own the Problem Management practice including proactive problem identification, trending, and prevention of recurrence.
• Establish RCA standards (methodologies such as 5 Whys, fishbone, fault tree, “cause–trigger–control gap” framing) and ensure consistent quality across teams.
• Govern Corrective and Preventive Action (CAPA) management: remediation backlog, prioritization, due dates, owner accountability, and validation of effectiveness.
• Maintain governance for Known Errors and Workarounds, enabling faster recovery and better knowledge reuse.
• Drive systemic improvements by connecting incidents/problems to resiliency risks, architectural weaknesses, control gaps, and engineering quality.
• Serve as accountable executive for regulatory responses and supervisory requests relating to incidents, outages, recovery actions, RCA findings, and resiliency improvements.
• Lead firm readiness for time-sensitive regulatory deliverables—ensuring accuracy, consistency, and defensible evidence.
• Care for regulatory, client, and executive communications & responses.
• Act as the primary interface to internal oversight groups (e.g., ORR, ERO, Operational Risk, Compliance, Internal Audit, and Technology Risk Management).
• Ensure incidents/problems are appropriately mapped to relevant governance constructs (e.g., operational risk events where applicable) with clear traceability.
• Lead continuous improvement of control coverage and evidence quality to support audits and examinations.
• Partner with Resiliency teams to connect operational learning to scenario testing, dependency mapping, recovery planning, and service resiliency metrics.
• Build and run a Quality Management System for incident/problem practices: sampling, assurance reviews, coaching, playbooks, and maturity assessments.
• Develop and maintain standard artifacts (runbooks, major incident playbooks, comms templates, RCA templates, PIR guidance).
• Run Continual Improvement programs: trend analysis, “top drivers” remediation themes, performance benchmarking, and maturity roadmaps.
• Drive adoption of consistent tooling, workflows, and data standards across platforms.
• Enable and enable AI usage: model transparency, human-in-the-loop controls, data handling, audit logs, and bias/quality monitoring.
• Lead and develop a high-performing team of incident/problem governance professionals (e.g., problem managers, automation analysts).
• Foster a culture of calm, disciplined execution during crises and a learning culture post-incident—focused on prevention, not blame.

  Qualifications

  • 10–15+ years in technology operations, SRE/production services, service management, or resiliency roles in complex enterprises; regulated financial services strongly preferred.
  • Demonstrated leadership in Major Incident Management and Problem Management/RCA at enterprise scale.
  • Strong command of ITIL practices (Incident, Problem, Monitoring & Event, Service Level, Change Enablement, Continual Improvement; familiarity with CMDB/Service Configuration is a plus).
  • Proven experience driving process standardization, operating model change, and measurable performance improvements (e.g., MTTR reduction, recurrence reduction).
  • Experience leading regulatory/audit-facing responses with strong evidence discipline and executive communication.
  • Preferred Qualifications / Certifications:
    • ITIL 4 Managing Professional (MP) and/or ITIL Strategic Leader (SL); ITIL Foundation minimum.
    • Familiarity with ISO/IEC 20000, NIST, and resiliency/operational risk expectations in financial services (helpful but not required).
    • Experience with AIOps platforms/observability tooling (e.g., event correlation, log analytics, tracing, anomaly detection).
    • Experience with Agile/DevOps/SRE operating models and integrating incident/problem practices into product/platform delivery.

  Key Competencies

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

  Success Metrics

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

  About Us

  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.

  About The Team

  At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn Here’s a Few Of Our Recent Awards America’s Most Innovative Companies, Fortune, 2025World’s Most Admired Companies, Fortune 2025“Most Just Companies”, Just Capital and CNBC, 2025