Vice President, Production Support Analyst-AI Adoption-Liquidity & Margin Service Platform

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.

About the role

We’re seeking a future team member to join our Liquidity and Margin Services team in the Markets space. This role is located in Pittsburgh.

Responsibilities

• Provide production services support for critical Liquidity and Margin Services applications, ensuring platform stability, availability, and operational resilience
• Act as the first line of defense for supported applications, proactively monitoring systems, alerts, dashboards, and batch processes to identify and mitigate risks before business impact occurs
• Investigate and resolve production incidents, user issues, and service requests raised by Operations, Product, and Client Service teams
• Perform incident triage, impact assessment, root cause analysis, and escalation to appropriate development teams when required
• Serve as the bridge between business users and application development teams, ensuring clear communication, timely updates, and effective issue resolution
• Support production change activities, including validation, implementation readiness, post-change checks, and adherence to change governance processes
• Maintain accurate operational records through ServiceNow incidents (INC), change requests (RFC), and related support documentation
• Support and maintain monitoring configurations, alerting thresholds, and operational runbooks to improve early detection and response capabilities
• Partner with development, infrastructure, middleware, database, and enterprise support teams in a platform operating model to deliver reliable service outcomes
• Contribute to continuous improvement efforts by identifying recurring issues, automation opportunities, and process optimization initiatives
• Provide timely status communications to internal stakeholders during incidents, outages, and priority production events
• Support applications across the Liquidity and Margin Services portfolio
• Leverage AI-enabled tools and modern support practices to improve investigation efficiency, knowledge management, and operational productivity
• Create and maintain knowledge articles, support guides, FAQs, Confluence documentation, and troubleshooting notes for team-wide use

Requirements

• Bachelor’s degree in computer science, engineering, information systems, or a related discipline, or equivalent work experience required
• Significant experience in production support, application support, or production services within financial services or a comparable high-availability environment
• Strong understanding of incident, problem, and change management processes
• Experience using service management and workflow tools such as ServiceNow for incidents, change requests, and operational tracking
• Hands-on experience with application monitoring, alert management, and observability tooling
• Ability to investigate application failures, data issues, job failures, interface breakdowns, and environment-related incidents across distributed systems
• Strong analytical and troubleshooting skills, with the ability to assess impact, identify probable causes, and coordinate resolution across multiple teams
• Experience supporting business-critical applications in a fast-paced, time-sensitive production environment
• Strong communication and stakeholder management skills, with the ability to provide concise updates to technical and non-technical audiences
• Ability to work closely with Operations, Product, Client Service, and development teams while maintaining strong ownership and accountability

Skills

• Knowledge of middleware, messaging, scheduling, or integration patterns such as MQ, Kafka, APIs, file transfers, or batch processing is preferred
• Familiarity with database querying and analysis using SQL is preferred
• Comfort working across Windows and Linux environments
• Experience with scripting or automation for support efficiency is a plus
• Familiarity with Confluence, knowledge repositories, operational playbooks, and support documentation practices
• Understanding of production controls, application health checks, alert tuning, and operational risk reduction
• Ability to remain calm under pressure, manage priorities effectively, and drive incidents through to resolution
• Experience using AI tools such as GitLab, Windsurf, Copilot, or similar productivity tools is a plus

Benefits

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.

• Eligibility for an annual discretionary incentive award
• 401(k) plan participation
• Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and eligible dependents
• Various paid time off benefits, such as vacation and sick time

Pay

BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package.