### Job_Dedcrip:
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,..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....This is a Talent Pipeline Requisition....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....Liaises between Technology and multiple business units to support their highly complex technology needs. Leads and provides innovative direction and guidance for a wide array of activities supporting the Technology contracting processes and procedures. Develops strategic client relationships within the business unit to ensure client satisfaction with complex changes and the development of efficient business systems. Represents user area to Technology departments in highly complex system enhancements and design activities to ensure changes take into account business needs. Responsible for negotiating, extending, terminating, and renegotiating of medium-sized contraTechnology for acquisition of equipment, materials, produTechnology, or services. Leads the evaluation and monitoring of processes and tools for different types of contraTechnology, risk assessment, dispute and issue resolution through continual review of existing policies and procedures. Contributes to the achievement of area objectives. Bachelor's degree in a related discipline or equivalent work experience required, advanced degree is beneficial 10-12 years of related experience required, experience in the securities or financial services industry is a plus....BNY Mellon assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $96,000 and $212,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNYM total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs...This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance, and market factors....Employer Description:...For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers....EEO Statement:...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.

### Response:

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. Qualifications:- Bachelor's degree in a related discipline or equivalent work experience required, advanced degree is beneficial.- 10-12 years of related experience required, experience in the securities or financial services industry is a plus.