VP, AI-Driven Production Support for Liquidity & Margin

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

Benefits offered by this job

Competitive compensation

Wellbeing programs

Paid time off

401(k) plan

Medical/dental/vision

Job summary

BNY is seeking a Vice President, Production Support Analyst focused on AI adoption for Liquidity & Margin Service Platform in Pittsburgh. You will oversee production services, ensure platform stability, monitor incidents, and coordinate across Operations, Product, Client Service, and Development teams.

This role emphasizes leveraging AI-enabled tools, maintaining runbooks, contributing to automation, and improving incident response while upholding governance and risk controls in a fast-paced

Qualifications

• Bachelor's degree or equivalent work experience in CS/Engineering/IS.
• Significant production/support experience in financial services or high-availability environments.
• Strong understanding of incident, problem, and change management.
• Experience using ServiceNow for incidents, changes, and operational tracking.
• Hands-on experience with application monitoring, alert management, and observability tooling.
• Ability to investigate failures across distributed systems.
• Strong analytical and troubleshooting skills.
• Experience with business-critical applications in fast-paced environments.
• Excellent communication with technical and non-technical audiences.

Responsibilities

• Provide production services support for critical Liquidity and Margin Services applications, ensuring platform stability, availability, and operational resilience.
• Act as the first line of defense for supported applications, proactively monitoring systems, alerts, dashboards, and batch processes.
• Investigate and resolve production incidents, user issues, and service requests raised by Operations, Product, and Client Service teams.
• Perform incident triage, impact assessment, root cause analysis, and escalation to appropriate development teams when required.
• Serve as the bridge between business users and application development teams, ensuring clear communication, timely updates, and effective issue resolution.
• Support production change activities, including validation, implementation readiness, post-change checks, and adherence to change governance processes.
• Maintain accurate operational records through ServiceNow incidents (INC), change requests (RFC), and related support documentation.
• Support and maintain monitoring configurations, alerting thresholds, and operational runbooks to improve early detection and response capabilities.
• Partner with development, infrastructure, middleware, database, and enterprise support teams to deliver reliable service outcomes.
• Contribute to continuous improvement by identifying recurring issues, automation opportunities, and process optimization initiatives.
• Provide timely status communications to internal stakeholders during incidents, outages, and priority production events.
• Support applications across the Liquidity and Margin Services portfolio.
• Leverage AI-enabled tools and modern support practices to improve investigation efficiency, knowledge management, and operational productivity.
• Create and maintain knowledge articles, support guides, FAQs, Confluence documentation, and troubleshooting notes for team-wide use.

Skills

Incident management

Change management

Monitoring/observability

Cross-team collaboration

Automation scripting

AI tooling familiarity

Stakeholder communication

Windows/Linux familiarity

SQL knowledge

Education

Bachelor's degree in computer science/engineering/information systems

Tools

ServiceNow

SQL

MQ

Kafka

APIs

Batch processing

Automation scripting

Confluence

Job description

BNY is seeking a Vice President, Production Support Analyst focused on AI adoption for Liquidity & Margin Service Platform in Pittsburgh. You will oversee production services, ensure platform stability, monitor incidents, and coordinate across Operations, Product, Client Service, and Development teams.

This role emphasizes leveraging AI-enabled tools, maintaining runbooks, contributing to automation, and improving incident response while upholding governance and risk controls in a fast-paced