Director, Infrastructure Services

Head of Production Services Governance, Incident & Problem Management

Role Summary

The Head of Production Services Governance, Incident & Problem Management is accountable for the enterprise governance, standards, and performance of Technology Incident Management and Problem Management (including root cause analysis) across BNY’s Platforms. This leader oversees a team that sets the operating model, drives consistent execution, improves quality and speed of restoration, and strengthens auditability and regulatory credibility.

The role is the senior point of accountability for:

• Firm-wide incident/problem governance and ITIL-aligned standards
• High-severity incident command and communications frameworks
• End-to-end RCA quality and timeliness, including corrective/preventive actions
• Regulatory and client-facing incident narratives and responses
• Internal oversight engagement with groups such as ORR and ERO
• Automation and AI augmentation to modernize and scale incident/problem practices

This position partners closely with engineering, SRE/operations, cyber, resiliency, risk, compliance, and business stakeholders to ensure stability, transparency, and continuous improvement of production services.

Key Objectives

1. Protect service availability and client experience by ensuring rapid restoration and disciplined incident handling.
2. Improve resiliency and reduce repeat incidents through high-quality problem management, robust RCAs, and effective remediation governance.
3. Strengthen governance and audit defensibility by ensuring consistent process adherence, evidence capture, and clear accountability.
4. Modernize production governance through automation, AIOps capabilities, and AI-assisted workflows.
5. Elevate operational excellence through measurable improvements in MTTR, recurrence, SLA adherence, and control effectiveness.

Primary Responsibilities

1) Enterprise Incident Management Governance (ITIL)

• Own the Incident Management practice and ensure it is implemented consistently across Platform Production Services and aligned to ITIL principles.
• Establish and maintain incident taxonomy, severity models, prioritization rules, escalation paths, and functional/organizational RACI.
• Define Major Incident Management (MIM) framework: incident command roles, war-room orchestration, communications cadence, stakeholder engagement, and decision rights.
• Ensure end-to-end controls: accurate incident logging, categorization, impact assessment, timeline reconstruction, evidence retention, and closure criteria.
• Drive performance through standard KPIs (e.g., MTTA/MTTR, reopen rate, SLA compliance, major incident frequency, customer-impact minutes, incident backlog health).

2) Enterprise Problem Management & RCA Excellence (ITIL)

• Own the Problem Management practice including proactive problem identification, trending, and prevention of recurrence.
• Establish RCA standards (methodologies such as 5 Whys, fishbone, fault tree, “cause–trigger–control gap” framing) and ensure consistent quality across teams.
• Govern Corrective and Preventive Action (CAPA) management: remediation backlog, prioritization, due dates, owner accountability, and validation of effectiveness.
• Maintain governance for Known Errors and Workarounds, enabling faster recovery and better knowledge reuse.

• Drive systemic improvements by connecting incidents/problems to resiliency risks, architectural weaknesses, control gaps, and engineering quality.

   

3) Regulatory, Client, and Executive Communications & Responses

• Serve as accountable executive for regulatory responses and supervisory requests relating to incidents, outages, recovery actions, RCA findings, and resiliency improvements.
• Lead firm readiness for time-sensitive regulatory deliverables—ensuring accuracy, consistency, and defensible evidence.
• Coordinate and quality-assure client communications for impactful incidents (internal/external statements, timelines, cause, remediation, and prevention).
• Provide clear executive narratives and materials for senior leadership, risk committees, audit committees, and business stakeholders.

 

 

4) Oversight & Partnership Mod