Head of Production Services & Incident Management

BNY Mellon; Pittsburgh (Allegheny County); On-site; USD 90,000 - 150,000; Full time

Job summary

BNY Mellon seeks an experienced Production Support Lead to manage day-to-day services for the Fund and Investor Solutions platform. You will ensure high availability, performance, and stability of production systems while coordinating major incidents and engaging stakeholders.

In this role you’ll drive root-cause analysis, partner with engineering to improve resiliency, implement monitoring, and mentor teams to foster operational excellence across cloud and on-prem environments.

Qualifications

• Experience supporting enterprise production apps in a high-availability environment.
• Strong knowledge of incident, problem, change management and production governance.
• Hands-on with application monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, Grafana, Prometheus.
• Experience with Unix/Linux environments and scripting in Shell, Python, or Perl for automation and diagnostics.
• Strong SQL knowledge; experience with Oracle, SQL Server, PostgreSQL.
• Familiar with middleware and integration technologies including APIs and messaging systems.
• Experience in cloud and hybrid environments; release management and DevOps practices.
• Knowledge of ITIL service management processes and solid troubleshooting across layers.
• Experience with scheduling tools and job monitoring in complex enterprise ecosystems.
• Knowledge of resilience practices including high availability, disaster recovery, capacity planning, and performance tuning.

Responsibilities

• Lead day-to-day production services support for applications within the Fund and Investor Solutions platform.
• Ensure high availability, performance, and operational stability of production systems.
• Manage and coordinate major incident response, service restoration, escalation handling, and stakeholder communications.
• Drive root cause analysis and permanent remediation for recurring incidents and platform issues.
• Partner with engineering and development teams to improve application resiliency, supportability, and release quality.
• Implement and enhance monitoring, alerting, and observability capabilities across applications and infrastructure.
• Oversee production readiness, change implementation, release support, and operational governance.
• Identify automation opportunities to reduce manual effort and improve service efficiency.
• Track service metrics, incident trends, platform health indicators, and operational risk items.
• Support capacity planning, environment stability, continuity, recovery readiness, and controls compliance.
• Mentor production support teams and foster a culture of accountability, collaboration, and operational excellence.

Skills

Enterprise production apps

Incident management

Problem management

Change management

Production governance

Monitoring & observability

Unix/Linux

Shell scripting

Python

Perl

SQL

Oracle

SQL Server

PostgreSQL

Middleware & integration

APIs

Messaging systems

Batch processing

Cloud & hybrid environments

Release management

DevOps

CI/CD pipelines

ITIL

Service management

Troubleshooting

Scheduling tools

Job monitoring

High availability

Disaster recovery

Capacity planning

Performance tuning

Tools

Splunk

AppDynamics

Dynatrace

Grafana

Prometheus

Job description

BNY Mellon seeks an experienced Production Support Lead to manage day-to-day services for the Fund and Investor Solutions platform. You will ensure high availability, performance, and stability of production systems while coordinating major incidents and engaging stakeholders.

In this role you’ll drive root-cause analysis, partner with engineering to improve resiliency, implement monitoring, and mentor teams to foster operational excellence across cloud and on-prem environments.