Jacob Roup

Experience

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  BNY Mellon

  Nov 2010 - Apr 2023

  Responsible for overall ownership of mainframe reporting application. Application feeds multiple systems and drives commission payments for retail and institutional clients. • Manage small team of 5 offshore developers • Develop enhancements to support business needs • Created new procedures for release management and project tracking • Developed and implemented SQL to DB2 SQL Transactional replication solution. Replication solution was built on four node SQL availability group clusters • Standardized reporting through ServiceNow dashboards which captured incident, change, and problem management records. Show less Managed the Level 1 support for Network, Distributed, and Mainframe infrastructure. Started as a shift manager and progressed to leading global organization. Implemented the current support model pulling in siloed support organizations into an enterprise command center. • Responsible for managing a 107 person global organization performing Level zero application monitoring and level 1 network, distributed and mainframe operational support for all incident detection, management, and break fix change management. 20,000+ servers and over 8,000 network devices across 225 global sites. • On boarded private cloud, backup, and file restore into level 1 enterprise command center support model. • Relocated to NY region to be part of technology and business fusion center located at the global headquarters which went live in January 2019. • In addition to managing the team, assumed the responsibility for managing the fusion center where daily responsibilities involved providing tours for C level executives, government regulators, and premium clients • Developed a global “follow the sun” coverage model driving staffing efficiencies while improving work/life balance for global staff • Lead project for on-boarding 238 critical business applications into level zero service model for weekend availability checks. Show less •Lead resolution for all severe impacting incidents for the corporation and serves as the point of contact for severe incidents.•Responsible for communications regarding incident status and summarizing event status, options, and recommendations that require senior management decisions. Focal point for status updates.• Chair daily update meetings with senior management as required.•Coordinate incident calls with technical SME’s and management, ensuring status and updates are provided within a timely and consistent basis. Engage other response teams when necessary. Work with Relationship manager and Business liaisons to determine what business lines are impacted and ensure appropriate prioritization•Produce and disseminate management reports for Major Impacting incidents•Provided on-call / off shift incident management support for critical issues as required. Show less •In charge of monitoring call queues for help desk analysts. Assigning longest wait times as needed to keep call queue to a minimum.•Implemented new processes to help with work flow and ensure we achieved SLA’s for the help desk and File transmission departments.•Preformed audits of file transmission requests to ensure development staff were updating in a timely fashion, completing per deadlines, and complying with set procedures•Ran weekly conference call with business and senior management to set up file transmission request prioritization. Show less •Swiftly learned Pershing processes and Procedures•Supported Netx360 application for Broker Dealers - Troubleshooting system errors, password resets, installations including remote assistance to clients,•Supported internal Pershing users - Vpn connectivity issues, Lotus notes issues, mainframe issues, Active directory password resets,•Handled FTP issues for external clients - reloading files through proper procedure, diagnosing connection issues•Supervisor on Second Shift. In charge of escalating high priority issues and seeing them through until resolution Show less

  • Automation Team Manager (Investment Management Line of Business)

    Nov 2021 - Apr 2023

  • Application Manager/Production Services (Investment Management Line of Business)

    Sept 2019 - Nov 2021

  • Infrastructure Operations Manager

    Jun 2016 - Sept 2019

  • Major Incident Manager

    Feb 2013 - Jun 2016

  • Workforce Management

    Mar 2012 - Feb 2013

  • Service Desk Technician

    Nov 2010 - Feb 2012
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  City National Bank

  May 2023 - now

  Vice President