BNY Mellon Careers

Duty Manager - Group Manager, Infrastructure Operations

Freeport, Pennsylvania; Nashville, Tennessee; Somerset, New Jersey
Information Technology

Job Description

TECHNOLOGY SERVICES GROUP (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its customers have most reliable, nimble and cost-effective solutions in the financial services market place. BNY Mellon BXP technology is leading edge with industry first PasS/IaaS fully integrated solution, combined with enterprise standards for developers.


TSG is building next generation scalable, efficient data center as a service using the latest innovation infrastructure. Building on top of the cloud deployments in BNY Mellon, we are aggressively automating and bridging the green field cloud with the existing virtual computing environments.


The Duty Manager (and assigned team based on respective shift) will provide indirect management oversite and direct services for 27 Operational teams supporting our global infrastructure in the areas of Operations, Storage, Database and Information Security to ensure operational stability.  Each Operational team monitors all significant incident, problem or change activities.   The team managers and service owners within the Operational teams and Duty Management team each have a dotted line reporting structure into each other across the BNY Mellon Global Corporation.


There are four phases of responsibility for the Duty Manager.  The Incident phase is where the Duty Manager monitors all events facilitated by the major incident management team takes place.  The Duty Manager will provide guidance on escalation, priority and if necessary, prioritization of multiple incidents and will engage the group or service owner as necessary. Within the Change Management phase, the Duty Manager will monitor all changes that have been marked significant and confirm they are progressing as expected and completed efficiently.   For Emergency Changes, the Duty Manager will participate in the decisions to move forward or delay action.  And finally Problem Management, the Duty Manager will provide recommendations for the process to mitigate any future risks.


Job Responsibilities:

·       Responsible for the daily processes executed by each of the Operational production support organizations.

·       Act as primary point of contact for all incident escalations, across TSG and key business operations areas.

·       Monitor P1/P2 incidents for engagement, impact assessment, progress and escalation.

·       Monitor scheduled changes to ensure unexpected developments are properly addressed, high risk change status is updated in a timely fashion and change/incident correlation is performed.

·       Lead operations status calls at beginning and end of day.

·       Provide decisions with subject matter expert input across all disciplines.


Group Manager, Infrastructure Operations->> Manages a medium-sized or multiple small teams in overseeing the requirements, planning, organizing, and implementation of enterprise-wide technology infrastructure. Develops, maintains, and implements the procedures and execution covering all configuration issues in a full software lifecycle. Directs implementation and maintenance activities for multiple computer system software and configurations. Implements, integrates and provides support for middleware software in a multi-tiered, multi-platform environment, dealing with development projects that have a broad impact across the organization. Advises application development leadership in identifying and solving highly-critical middleware issues. Serves as a resource on middleware issues related to policies and standards that impact middleware specialist and application support staffs across the corporation. Develops, maintains, and implements the configuration management plan, procedures, and the execution of all configuration matters. Evaluates new technologies for the company environment and coordinates with technology vendors that span multiple technology and infrastructure areas. Develops metrics to qualify and quantify success and value to the business. Recruits, directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. Manages one or more infrastructure operations teams. Contributes to the achievement of team objectives.


Bachelor's degree in computer science or a related discipline, or equivalent work experience required. 8+ years of experience in infrastructure operations required with related supervisory, management and administrative experience, experience in the securities or financial services industry is a plus.


·       Technical expertise in one or more of the following infrastructure disciplines is required:  Windows, UNIX, Network, Middleware, etc.

·       Accreditation in ITIL Foundations and/or Kepner Trego Problem Management (or comparable).

·       Technical incident management (including crisis management) experience including driving large scale priority escalations.

·       Ability to discern and react to incidents with a sense of urgency and ability to manage time sensitive situations.

·       Exceptional communication skills, both written and verbal, with a strong professional presence and ability to assimilate technical information and then communicate to key Senior Managers in a non-technical manner.

·       Advanced decision making and conflict resolution skills.

·       Strong collaboration skills in a team environment.


For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments & safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark:

Client Technology Solutions provides our business partners with client-focused, technology-based solutions. These enhance their ability to be successful through world-class software solutions and leading-edge infrastructure. Client Technology Solutions provides employees with the tools and resources to enhance their professional qualifications and careers.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Pennsylvania-Freeport
Internal Jobcode: 45303
Job: Information Technology
Organization: Technology Services Group-HR06725
Requisition Number: 1809150