BNY Mellon Careers

Lead Mgr,Proc Assur'e&Improv

Singapore, Singapore
Information Technology

Job Description

Job description

Enterprise Service Management is actively seeking a Service Operations Manager.  Enterprise Service Management is responsible for proactive governance, control and continuous improvement of the Production Services Operating model, underlying IT operational processes and supporting tools to ensure optimal and effective service delivery, production stability and regulatory compliance.  The Service Operations Manager role will be responsible for problem management, incident management, and event management functions globally.


Roles & Responsibilities

§  Ensure that the Problem Management operating model, processes, tools and reporting are aligned to the strategic goals of the firm

§  Provide direction and support  across LOBs with root cause analysis (RCA) analysis and workarounds

§  Perform strategy planning, execution and delivery of processes, systems and tools for LOBs to successfully plan and resolve incidents

§  Create short-term and long-term roadmaps in alignment with the stakeholders for key initiatives

§  Define models/workflows with detailed steps on handling problem tickets in an efficient and effective manner

§  Support any regulatory requirements involving Problem Management, Incident Management or Event Management

§  Ensure that standard incident management process, tools and documentation are defined and made available

§  Define incident models/ workflows to provide pre-defined steps for handling routine, emergency and major incidents in an efficient and effective manner

§  Ensure that processes, roles, responsibilities, and other supporting documentation are regularly reviewed, updated if necessary, and audited to ensure relevance

§  Lead workforce planning strategies to ensure optimal resource utilization

§  Collaborate with the Continual Service Improvement Manager to identify, review, and prioritize service improvements in the Continual Service Improvement Register

§  Feed requirements into IT operations tooling with regards to infrastructure metrics, thresholds and app monitoring requirements that can lead to incidents

§  Organize and execute trainings, as needed




§   Knowledge of the ITIL Framework is required; a V3 certification is preferred

§  Production Support, Problem management and Incident management experience  preferred

§  Extensive customer service and client interaction skills

§  Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues

§  Ability to work independently and very self-motivated.

§  Strong written and verbal communication skills

§  Experience developing relationships and collaborating with IT, business, and vendor stakeholders

§  Bachelor degree or equivalent experience. 10 + years of technology experience preferred

§  Experience supporting regulatory requirements is a plus


BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Singapore-Singapore-Singapore
Job: Information Technology
Internal Jobcode: 60279
Organization: Tech Prod Services-HR17024
Requisition Number: 1812725