Senior VP, IT Service Management & Problem Resolution

慨正橡扯; Jersey City (NJ); On-site; USD 102,000 - 221,000; Full time

Job summary

BNY is seeking a Senior Vice President, Production Services Problem Management Specialist to join our Production Services Application Support team in Jersey City, NJ, with potential locations in NY, PA, or FL. You will lead problem management, drive root-cause analysis, and coordinate multi‑team investigations to reduce incident recurrence and strengthen service reliability.

Applicants should have 5+ years in a problem management role, deep ITIL knowledge, and experience with ServiceNow or

Qualifications

• 5+ years as a Problem Manager in production services or IT operations.
• Proven ability to drive RCA investigations and post-incident reviews.
• Strong knowledge of ITIL Problem Management processes.

Responsibilities

• Lead lifecycle of problem records from identification to closure.
• Coordinate root-cause investigations with technical and business teams.
• Produce executive RCA reports and track corrective actions.
• Communicate findings to senior leadership and stakeholders.
• Drive continual service improvement and risk reduction.

Skills

Root Cause Analysis

ITIL/ITSM

ServiceNow

Cloud & Infra basics

Data analysis

Risk assessment

Leadership & coordination

Tools

ServiceNow

Job description

BNY is seeking a Senior Vice President, Production Services Problem Management Specialist to join our Production Services Application Support team in Jersey City, NJ, with potential locations in NY, PA, or FL. You will lead problem management, drive root-cause analysis, and coordinate multi‑team investigations to reduce incident recurrence and strengthen service reliability.

Applicants should have 5+ years in a problem management role, deep ITIL knowledge, and experience with ServiceNow or