Vice President, Production Services Application Support

Overview of the Role

This individual will work as part of the BNY Pershing Technology Applications Support Group. The role requires close collaboration with colleagues across the Technology organisation, various business units, and client-facing teams. You will operate in a dynamic environment consisting of BNY Pershing-developed and third-party software applications.

You will be responsible for providing application monitoring and support to a range of internal Pershing technical and non-technical teams, the Client Support team, external third-party application support groups, and users of BNY Pershing-hosted applications. Issues may not always originate from the software itself and may instead relate to business processes, user activity, or recent software releases. As such, you will be expected to quickly investigate the potential source of issues, resolve them where possible, and route them to the appropriate teams when resolution falls outside the Applications Support Group.

The core support hours for the team are 08:00 to 18:00 on site, with additional support provided by the team in India from 02:00 to 08:00, Monday to Friday.

In this role, you’ll make an impact in the following ways: 

• Provide application monitoring and support to internal Pershing technical and non-technical teams, the Client Support team, external third-party application support groups, and users of BNY Pershing-hosted applications.
• Investigate issues to determine whether they originate from software, business processes, user activity, or recent software releases, and route them to the appropriate teams when resolution falls outside the Applications Support Group.
• Support live problems with urgency, recover priority incidents under pressure, and maintain core support coverage across on-site and offshore support hours.
• Use SQL scripting, automation, monitoring, and observability tools to improve operational resilience, service health, reliability, and incident response.

To be successful in this role, we’re seeking the following: 

• Excellent SQL scripting skills.
• Strong scripting and automation skills using languages such as PowerShell, Python or VBScript.
• Proven skills and track record in AI automation, including the use of intelligent automation capabilities to reduce manual effort, improve operational efficiency, and enhance incident response workflows.
• Experience applying AI and automation solutions for alert correlation, anomaly detection, predictive monitoring, and service optimisation.
• Strong understanding of Site Reliability Engineering (SRE) principles, including service health, reliability, availability, observability, incident reduction, and continuous service improvement.
• Experience with SRE practices such as monitoring and alert tuning, incident management, post-incident reviews, root cause analysis, and the automation of operational tasks.
• Experience of using monitoring and observability tools such as AppDynamics, Splunk, Grafana, Cloudprober, and Moogsoft.
• Knowledge of multi-tier application architecture.
• Experience of web technologies and internet-based applications.
• Experience of working with production and non-production environments.
• Experience of recovering priority incidents with limited support and operating effectively under pressure.
• Experience building and maintaining automated runbooks and operational tooling to support application recovery, health checks, and environment validation.
• Basic understanding of message queuing technologies such as IBM WebSphere MQ or Microsoft MQ.
• Knowledge of issue and problem tracking systems such as ServiceNow.
• Demonstrated ability to improve operational resilience through automation, scripting, and reliability engineering best practices.
• Excellent verbal and written communication skills.
• Demonstrates the right attitude towards the role and is willing to support all products and respond to live problems with the highest priority.
• Demonstrates the ability to work with cross-continental and cross-cultural support teams, with a proven ability to liaise and coordinate across disparate and multi-disciplined teams.
• Maintains a high level of professionalism when communicating with external clients and internal users to resolve problems.
• Takes ownership of issues and strives to bring them to closure while managing expectations effectively.
• Results-oriented, with excellent analytical and problem-solving skills, and the ability to lead by example.
• Maintains an attitude of continual service improvement, proactively identifying opportunities to suggest improvements and drive change.