Vice President, Senior Incident Manager (SIO)
At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.
Recognized as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.
We’re seeking a future team member for the role of Vice President, Senior Incident Manager (SIO) to join our Enterprise Custody Services team. This role is located in Pittsburgh, PA
We are looking for a Senior Incident Manager (SIO) who possesses advanced technical skills and a strong compliance focus to support our enterprise systems. The role is crucial for minimizing client impact, especially for F&A and transfer agency clients during the critical “Golden hours” shift from 4PM to 10PM ET. The SIO is responsible for providing leadership and making swift decisions to reduce SLA-related client risks, ensuring smooth service continuity and timely escalation responses.
In this role, you’ll make an impact in the following ways:
- Lead production support efforts for enterprise systems, concentrating on incident response and problem management to maintain operational integrity.
- Quickly identify and coordinate both internal and external technical resources, subject matter experts, and business operations during periods of high impact.
- Utilize ServiceNow for handling incident and problem workflows, and employ Moogsoft for AIOps and event correlation to streamline response.
- Monitor and analyze system health by using observability tools, including Prometheus and Grafana, to ensure ongoing stability.
- Manage messaging middleware such as IBM MQ, ensuring its operational stability throughout production cycles.
- Prepare reports for clients and communicate technical issues clearly to stakeholders and senior management, facilitating transparency and understanding.
- Provide leadership during daily shifts that cover 6AM to 10PM ET, focusing particularly on the 4PM to 10PM ET window, and maintain coverage from 2PM to 10PM ET at least two days each week for SIO responsibilities.
- Support initiatives for resiliency and continuous improvement to prevent or minimize client impact and reinforce service reliability.
To be successful in this role, we’re seeking the following:
- Bachelor's degree in computer science engineering or related discipline, or equivalent work experience.
- 8-10+ years in IT operations, with at least three years dedicated to problem management or incident root cause analysis.
- Extensive experience in production support for complex enterprise systems.
- Experience with resiliency efforts and continuous improvement initiatives.
- Proficiency in root cause analysis and established problem management frameworks.
- Hands-on knowledge of ServiceNow and familiarity with Moogsoft for AIOps operations.
- Expertise in using monitoring and observability tools like Prometheus and Grafana.
- Knowledge of IBM MQ and other messaging middleware technologies.
- Understanding of ITIL processes and regulatory requirements specific to financial services.
- Ability to produce client-facing reports and clearly explain technical issues to non-technical audiences.
- ITIL Foundation or higher certification (Preferred).
- Incident and Problem Management certifications (Preferred)
At BNY, our culture speaks for itself, check out the latest BNY news at:
BNY Newsroom
BNY LinkedIn
Here’s a few of our recent awards:
- America’s Most Innovative Companies, Fortune, 2025
- World’s Most Admired Companies, Fortune 2025
- “Most Just Companies”, Just Capital and CNBC, 2025
Our Benefits and Rewards:
BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
About the Team
At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn
Here’s a few of our recent awards:
- America’s Most Innovative Companies, Fortune, 2025
- World’s Most Admired Companies, Fortune 2025
- “Most Just Companies”, Just Capital and CNBC, 2025
Our Benefits and Rewards:
BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.
Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Skills Required
- Bachelor's degree in computer science engineering or related discipline or equivalent work experience.
- 8-10+ years in IT operations with at least three years dedicated to problem management or incident root cause analysis.
- Extensive experience in production support for complex enterprise systems.
- Experience with resiliency efforts and continuous improvement initiatives.
- Proficiency in root cause analysis and established problem management frameworks.
- Hands-on knowledge of ServiceNow and familiarity with Moogsoft for AIOps operations.
- Expertise in using monitoring and observability tools like Prometheus and Grafana.
- Knowledge of IBM MQ and other messaging middleware technologies.
- Understanding of ITIL processes and regulatory requirements specific to financial services.
- Ability to produce client-facing reports and clearly explain technical issues to non-technical audiences.
- ITIL Foundation or higher certification.
- Incident and Problem Management certifications.
BNY Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about BNY and has not been reviewed or approved by BNY.
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Healthcare Strength — Health coverage includes comprehensive options with a $0‑premium plan for eligible lower earners, expanded mental‑health support with personalized therapy, and strong income protection through short‑ and long‑term disability. These features have been recently enhanced and are paired with dental and vision coverage.
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Parental & Family Support — Parental leave provides 16 weeks of fully paid time for all parents, with added support such as adoption assistance. This breadth offers strong coverage for major family events.
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Retirement Support — The 401(k) program includes a company match and Roth options to support long‑term savings. Additional financial programs like tuition assistance and savings vehicles complement retirement readiness.
BNY Insights
What We Do
We help make money work for the world — managing it, moving it and keeping it safe. As a leading global financial services company at the center of the world’s financial system, we touch nearly 20% of the world’s investable assets. Today we help over 90% of Fortune 100 companies and nearly all the top 100 banks globally access the money they need. For 240 years we have partnered alongside our clients to create solutions that benefit businesses, communities and people everywhere.
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