Senior VP, Incident & Problem Management (Resilience)

BNY Mellon; Pittsburgh (Allegheny County); On-site; USD 180,000 - 240,000; Full time

Job summary

BNY Mellon is seeking an Incident & Problem Manager (SVP) to join Production Services Governance for Enterprise Incident, Availability & Problem Management in Pittsburgh, PA or Lake Mary, FL. You will lead and optimize enterprise incident and problem processes, drive governance, and strengthen risk-aware operations across engineering and platform teams.

This role requires deep ServiceNow expertise, 12+ years in technology operations, and a proven ability to influence senior leaders, design

Qualifications

• Advanced knowledge of ServiceNow including governance processes, workflow controls, data quality standards, reporting, metrics, and operational risk management capabilities.
• 12+ years of experience in Technology Operations, Production Services, ITSM, Operational Risk, Controls, or Technology Governance in a large financial services or highly regulated environment.
• Deep expertise in Incident Management, Problem Management, Availability Management, Major Incident Governance, and governance controls.
• Experience designing, implementing, or managing governance frameworks, control programs, audit remediation initiatives, and risk management requirements.
• Strong understanding of operational risk, control design, testing, issue management, root cause analysis, and remediation governance.
• Proven ability to influence senior technology leaders and drive enterprise-wide process improvements.

Responsibilities

• Drive continuous improvement of Enterprise Incident, Availability, and Problem Management processes across the firm, aligned to policies, standards, risk appetite, and regulatory expectations.
• Strengthen governance controls, data quality, and performance management within ServiceNow to improve adherence and transparency.
• Provide oversight of incident, problem, and availability risk trends and remediation actions with engineering and platform teams.
• Partner with Engineering, Risk, Audit, Compliance, and Technology leadership to identify control gaps and implement governance enhancements.
• Design and implement enterprise scorecards, governance reporting, KPIs, KRIs, and executive dashboards for production resilience and incident performance.
• Champion automation and AI-enabled governance capabilities within ServiceNow and related platforms.
• Foster a culture of accountability and continuous improvement to enhance production stability and resilience.

Skills

ServiceNow governance

Incident management

Problem management

Governance frameworks

Executive reporting

Stakeholder management

Leadership

Job description

BNY Mellon is seeking an Incident & Problem Manager (SVP) to join Production Services Governance for Enterprise Incident, Availability & Problem Management in Pittsburgh, PA or Lake Mary, FL. You will lead and optimize enterprise incident and problem processes, drive governance, and strengthen risk-aware operations across engineering and platform teams.

This role requires deep ServiceNow expertise, 12+ years in technology operations, and a proven ability to influence senior leaders, design