Sr. CX Technical Lead
About the role
Senior technical role responsible for end-to-end IT infrastructure delivery, SLA governance, and client engagement for BNY operations. Serves as the primary liaison across technology teams, management, and clients — ensuring service levels are consistently met and stakeholder relationships are proactively managed.
KEY RESPONSIBILITIES
SLA Tracking & Governance
• Own and govern SLA compliance across all infrastructure platforms and service towers.
• Maintain SLA dashboards and reporting via ServiceNow / Power BI.
• Conduct SLA review meetings; implement corrective actions for breaches.
• Produce weekly, monthly, and quarterly SLA performance reports.
Client & Stakeholder Engagement
• Act as SPOC for BNY client accounts on all IT infrastructure matters.
• Conduct Weekly/Monthly/Quarterly Business Reviews (QBRs) with clients.
• Proactively communicate service disruptions and risk mitigations.
• Manage client escalations with urgency and professionalism.
• Coordinate with vendors, partners, and management to ensure service continuity.
• Represent IT in governance forums, steering committees, and audits.
Technical Leadership & Operations
• Oversee infrastructure domains: EUC, Network, Directory Services, Genesys and Compute.
• Drive automation and process improvement to reduce operational risk.
• Oversee incident management for business-critical issues.