Senior Specialist, Infrastructure Operations

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, the TSG Production Services team

• Maintains a secure and stable production environment for the Bank and Clients around the globe (including Database Network, Messaging, Voice and Video technology.)
• Monitors the Cyber Technology Operations Center (CTOC) 24x7x365 for real-time observation of the technology estate.

The Role

We are seeking a Voice/Video Support Analyst as part of our Production Voice Services Level 1 team. You will play an essential role in providing support for BNY Mellon's global voice and video applications and infrastructure. Collaboration is essential to our success.

Our team's primary responsibility is to monitor and troubleshoot the infrastructure and applications that we use to collaborate internally and with our customers including voice, video and conferencing services.

Your responsibilities will be to monitor voice and video infrastructure and applications, resolve end-user and system related issues, complete service requests, maintain documentation and inventory management.

You must be an articulate analyst who can serve as an effective member of the Voice and Video team. You should be able to negotiate issues and resolve complex problems with creative solutions. The ability to organize, prioritize, and manage multiple tasks simultaneously is essential to this position.

Key Responsibilities:

• Monitors voice and video services infrastructure and respond to incidents, perform routine health checks and validations after changes or significant incidents, follows defined procedures for routine, low priority incident resolution.
• Voice and Video Services end-user incident management and problem resolution
• Voice and Video Services end-user service request / MAC fulfillment
• Plan, implement and or support some application and infrastructure changes
• Implement automation for routine tasks.
• May mentor or provide guidance for junior team members.
• Incident management, service request management, and change management.

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

Designs, implements, integrates, and provides full support for complex software in a multi-tiered, multi-platform environment. Researches and recommends the appropriate system software to meet corporate standards and objectives for system performance.Identifies and solves complex and critical systems related issues to meet the objectives for the corporation.Provides input into platform selection, version implementation, software product recommendation, and usage of enhanced functionality.Assists with complex issues in the installation, support, troubleshooting, and repair of data center equipment.Implements, integrates and provides full support for middleware software in a multi-tiered, multi-platform environment. Collaborates and consults with application development teams to determine middleware platform selection, efficient transaction design, use and recovery procedures in line with business requirements. Communicates with internal and external system users to address concerns and make sure that technical issues are dealt with appropriately.Manages ticket queues and handles complex escalated issues. Analyzes repeat incident patterns to identify opportunities for cost reduction and productivity enhancements. Works with vendors to ensure efficient incident resolution.Contributes to the achievement of area objectivesMODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTSBachelor's degree in computer science or a related discipline, or equivalent work experience required; advanced degree preferred8 - 10 years of related infrastructure experience required; experience in the securities or financial services industry is a plus. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. 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.