Group Manager, Infrastructure Operations (L1 Support Manager, Distributed/Network)

Job Description

As a global investments company, BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments, and safeguards nearly one-fifth of the world's financial assets. Every day, our Technology employees make this happen while also seeking out new ways to do it more efficiently and effectively.

As part of BNY Mellon’s global Technology organization, you’ll have the opportunity to engage with some of the best and brightest, technology, business, and financial minds to find new and better ways to exceed our clients’ expectations and build the future of financial services. With more than 230 years of industry leading experience under our belts, you might even say that we are the original fintech.

Our Team

Technology Services Group (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its clients have the most reliable, nimble and cost-effective solutions in the financial services market place. BNY Mellon App Engine technology is leading edge with industry first PaaS/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.

As part of TSG, our Production Services team is dedicated to ensuring that our technology environments are best in class. Our Production Services team runs the systems that keep BNY Mellon running.  Their mission is to deliver a full IT service management lifecycle across all run-the-bank applications and infrastructure support with the purpose of providing a controlled, secure, and predictable production environment. 
Our team members use their technical skills and business knowledge to bring forth solutions that will take our company into the future.  If you are a collaborative continual learner with a global mindset and a desire to contribute to our company’s top priorities, this is the place for you.

The Role

The L1 Manager (Distributed/Network) manages a small team providing network and distributed support in a multi-tiered, multi-platform environment spanning the globe.

*You will ensure that proper support is available for all activities in the information technology environment and that adequate skilled resources are present to ensure smooth functioning. 

*You will advises on appropriate procedures for executing on configuration issues. 

*You will provide full break/fix support in a multi-tiered, multi-platform environment. 

*You will manage first line break fix maintenance activities for network and distributed infrastructure. 

*You will manage and track staffing on projects to ensure that initiatives are implemented in an efficient manner.

*You will coordinate with vendors. 

*You will collect data on infrastructure performance for senior management to evaluate. 

*You will participate in the recruiting process, instructs, assigns, directs and reviews the work of infrastructure operations team members, prepares performance reviews and provides ongoing feedback. 

*You will contributes to the achievement of team objectives both regionally and globally working with regional managers.

  Key Duties Include:
  • Selecting staff and providing work assignments.
  • Directing the work of technology personnel, setting priorities and coordinating their activities.
  • Evaluating and verifying employee performance against goals and qualitative expectations.
  • Identifying and ensuring staff development programs.
  • Maintain staffing coverage schedules.
  • Maintaining and determining standard operational support procedures.
  • Preparing different reports when and wherever required and providing “in the moment” status updates to senior leaders during incidents.
  • Strong problem solving skills. Ability to diagnose and resolve problems.
  • Coordination of activities including replacing failed networking equipment, disaster recovery testing, contingency plans, circuit testing.  
  • Escalation to vendor management and leading periodic service reviews of vendor performance.

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 is required. 

  • Eight or more (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.

•Strong experience of supervising and/or personally supporting LAN and WAN networking environments (i.e solid understanding of networking) plus distributed •ITIL certification preferable but not mandatory. •Kepner Trego certification preferable but not mandatory.

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

Primary Location: United States-New York-New York
Internal Jobcode: 45303
Job: Information Technology
Organization: Technology Production Services-HR17024
Requisition Number: 1910760