Senior VP, ITSM & Production Services Excellence

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

Job summary

BNY seeks a Senior Vice President for Production Services Application Support in Jersey City, NJ, with responsibility for ITSM, problem management and RCA leadership across multiple locations. You will oversee incident reduction, root cause analysis, and cross‑team coordination to improve service stability and risk mitigation.

Role requires ITIL expertise, ServiceNow proficiency, and strong stakeholder communication.

Qualifications

• Advanced RCA techniques and structured problem management.
• Experience with incident and problem management processes.
• Strong ITIL framework knowledge.
• Proficiency with ServiceNow or equivalent ITSM platforms.
• Understanding of infrastructure, applications and cloud tech.
• Data analysis and trend identification skills.
• Risk assessment and mitigation capabilities.

Responsibilities

• Lead lifecycle of problem records from identification through closure.
• Analyze recurring incidents to determine if a problem investigation is required.
• Prioritize problems by business impact, risk and recurrence.
• Facilitate RCA investigations with technical and business stakeholders.
• Produce executive and technical RCA reports.
• Provide regular updates to senior leadership and operations teams.
• Drive continual service improvement and ITIL governance.

Skills

Root Cause Analysis

Incident Management

ITIL

Data analysis

Risk assessment

Leadership

Communication

Tools

ServiceNow

Job description

BNY seeks a Senior Vice President for Production Services Application Support in Jersey City, NJ, with responsibility for ITSM, problem management and RCA leadership across multiple locations. You will oversee incident reduction, root cause analysis, and cross‑team coordination to improve service stability and risk mitigation.

Role requires ITIL expertise, ServiceNow proficiency, and strong stakeholder communication.