Vacancy expired!
Overview
Our Team Technology Services Group (TSG) powers BNY Mellon by providing scale, capacity and capability to deliver the critical technology required to operate the global financial services markets. TSG is defined by three core values: • Creative innovators, delivering excellence and simplicity • Always doing the right thing for the bank, colleagues and clients • Fostering a collaborative, diverse and inclusive environment, where we challenge each other to execute as one TSG team As part of TSG, Architecture and Engineering: • Define enterprise technology architecture and engineering principles and best practices • Develop next-generation engineering solutions focused on Resiliency and Innovation • Engineer and integrate the critical systems and platforms used across the bank and with external Clients Our Data and Analytics Solutions (D&A) is a public- and private-cloud-based software and content offering that builds client-centric data, technology, and content capabilities. Operating with the skill and agility of a fintech. D&A combines the expertise and resources of the Eagle product suite (data management, accounting, and performance) and Intermediary Analytics sales and distribution data. The offering also includes a suite of new cloud-based products and other BNY Mellon technology and data assets. Moreover, the division further extends BNY Mellon-s Asset Servicing capabilities in securities and cash into the world-s most important asset class, data. TSG D&A Client and Technology Operations is a collection of small teams across the globe providing application support for all of the Data and Analytics products and services as well as supporting the technology operations of all clients hosted on our BNYM private cloud at Eagle ACCESS. The team currently has about 50 dedicated members collaborating across to the globe to support more than 150 global clients. The Role Technical Operations Manager Technical Operations Manager (TOM) is the primary client contact for requests, incidents, project management for all items on the Eagle ACCESS hosted platform and new D&A business technology stack. You are the client advocate when working with internal resources within Eagle ACCESS and other departments with D&A to ensure client success and satisfaction. You will have a high level understanding of Eagle ACCESS infrastructure and supporting technology and Eagle Product knowledge. You will develop strong, trusting, working relationship with client. Key Responsibilities:- Exceed client expectations by using product, technical and client expertise to effectively solve client issues in a timely manner.
- Coordinate investigations and responses by internal and external clients.
- Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations.
- Participate in incident management, communications management, problem management, and service request fulfillment processes.
- Knowledge capture and transfer, assisting others in the implementation and use of Eagle software.
- Develop in-depth knowledge of service catalog workflows and identify continual service improvement opportunities by working with technical support teams.
- Develop in-depth knowledge of the ServiceNow ticketing system.
- Manage incidents and service requests through task submission, prioritization, and completion.
- Effectively communicate to internal and external clients by providing timely updates and setting realistic expectations.
Vacancy expired!