Director, Major Incident & Infrastructure Resilience

BNY; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

BNY is seeking a Director of Major Incident Management in New York to lead incident response and drive operational excellence across the technology organization. You will oversee major incidents, coordinate cross-functional teams, and partner with ITSM, engineering, cybersecurity, and business units to restore services quickly and strengthen resilience.

The role requires senior leadership, strong ITIL and ServiceNow expertise, and a track record of managing global teams and executive

Qualifications

• Significant experience leading Major Incident Management, IT Operations, Production Services, or Technology Resilience in a large enterprise.
• Strong knowledge of ITIL practices, ServiceNow ITSM, Major Incident Management, Problem Management, Change Management, and Operational Resilience.
• Proven ability to lead global teams and manage senior stakeholder relationships.
• Experience driving process transformation, automation, and continual service improvement initiatives.

Responsibilities

• Provide leadership for the Major Incident Management team, ensuring effective command during major incidents and critical events.
• Act as senior escalation point during weekends and outside normal hours.
• Oversee coordination, communication, escalation, and resolution of major incidents with stakeholders at all levels.
• Drive resilience initiatives by partnering with infrastructure, engineering, cybersecurity, and business teams.
• Champion continual service improvement through trend analysis and root-cause investigations.

Skills

Major Incident Management

IT Operations

Production Services

Technology resilience

ITIL practices

ServiceNow ITSM

Executive stakeholder management

Leadership

Global teams

Education

Bachelor's degree in computer science / information technology

Advanced degree preferred

Tools

ServiceNow

ITSM

Job description

BNY is seeking a Director of Major Incident Management in New York to lead incident response and drive operational excellence across the technology organization. You will oversee major incidents, coordinate cross-functional teams, and partner with ITSM, engineering, cybersecurity, and business units to restore services quickly and strengthen resilience.

The role requires senior leadership, strong ITIL and ServiceNow expertise, and a track record of managing global teams and executive