Senior Specialist Application Support Analyst - Problem Manager

Job Description

Overview of BNY Mellon:
BNY Mellon is a global financial services company focused on helping clients manage and service their financial assets, operating in 35 countries and serving more than 100 markets. BNY Mellon is a leading provider of financial services for institutions, corporations and high-net-worth individuals, providing superior asset management and wealth management, asset servicing, issuer services, clearing services and treasury services through a worldwide client-focused team.


Service Management Office is actively seeking a Problem Manager.  Service Management Office 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 Problem Manager will be responsible to lead the investigation of problems through root cause analysis or through proactive trend analysis and monitoring, manage the lifecycle of a problem, collaborate with production stakeholders for completion of tasks and for overall governance of the problem management process


 Lead the investigation of problems, via root cause analysis or through proactive trend analysis and monitoring
 Ensure all problem management process activities are planned and carried out as required throughout the lifecycle
 Maintain governance oversight of problem records
 Accountable for the quality and completeness of all root cause investigations performed
 Periodically report to key stakeholders on the overall status of Problem management, risks, quality and outcomes of investigations
 Report on problem trends and patterns identified from outcomes of root cause investigations and related corrective actions
 Liaise with Incident and Change Management for process integrations, handoffs, etc., as needed
 Ensure urgent investigation requests receive the required attention and resources for timely resolution


 Strong working knowledge of ITIL and Service Management processes, specifically in the area of problem management; V3 certification is preferred
 Analytical skills and a structured approach towards statistics and trend analysis
 Experience in communicating with varied stakeholders
 Ability to work independently and self-motivated.
 Strong written and verbal communication skills
 Bachelor’s degree or  equivalent. Extensive experience of technology preferred
 Experience supporting regulatory requirements is a plus

BNY Mellon is an Equal Employment Opportunity Employer.
Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

Primary Location: United Kingdom-Greater London-London
Job: Information Technology
Internal Jobcode: 60167
Organization: Clearing Markets ISS Svcs Tech-HR16624
Requisition Number: 2003738