Technology Services Lead

Job Description:

About us:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for managing the day-to-day activities and functions for the assigned team. Key responsibilities include delegating work to team members, supervising work processes, providing informal leadership of sub teams or technology silos, managing on call and support schedules, and providing leadership, mentorship, and direction to team members. Job expectations include solving complex technical and analytical issues and effectively communicating results to senior management and Line of Business partners.

Overview:
• Application support - provide subject matter expertise to troubleshoot and resolve application issues and user inquiries including research of root cause and recommendations for preventative action
• Incident Management - creation of INC in clear business language, maintaining open communication while INC is worked upon, following proper escalation channels
• Batch and Feed Management - monitor multiple batch processes to completion, investigating and resolving any issues
• Alert Management - timely response, analysis, and resolution of issues identified through monitoring
• Knowledge Management - create support documentation and update existing documentation
• Communications - Excellent verbal/written communication skills, ability to communicate effectively with both technical and non-technical individuals
• Reporting - Utilize framework tools such as ITSM, ITRS, etc. for making updates and producing reports
• Ability to create Service Review Decks to be reviewed with Tech Execs

Responsibilities:
• Manages and prioritizes multiple tasks and assignments for the team including tracking tasks and tickets in system(s) of record, ensuring enterprise service level agreements are met, and participating in defect, incident, problem, and change review meetings and release activities
• Provides point of escalation for team members, peers, and partner teams, and shares the leadership Point of Contact for triage of high priority incidents or consulting engagements
• Performs all responsibilities of team members from applicable teams
• Works with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
• Participates and helps with resource interviews and onboarding processes
• Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes
• Creates the on call rotation schedule and ensures support for off hours, weekends, and release windows

Required Qualifications:
• 5+ years in an application support position with hands-on experience supporting client applications
• Good knowledge of Autosys
• Strong knowledge of UNIX and Shell scripting
• Good knowledge of SQL, Oracle, Hadoop, or similar DBMS
• Using Splunk, Dynatrace tools to identify issues
• Ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
• Ability to learn quickly and independently
• Motivation to continuously improve themselves and the environment

Desired Qualifications:
• Ability to work in a multi-regional team
• Enterprise Monitoring - ITRS Geneos, Splunk, NEWS
• Experience supporting Kafka, nifi is a plus
• Knowledge of Software Development Life Cycle
• Working knowledge of ITIL
• Excellent project and time management skills
• Documentation (Confluence)
• Financial industry experience

Skills:
• Collaboration
• Influence
• Production Support
• Risk Management
• Solution Design
• Analytical Thinking
• Architecture
• Innovative Thinking
• Result Orientation
• Stakeholder Management
• Adaptability
• Automation
• DevOps Practices
• Project Management
• Solution Delivery Process

Shift:
1st shift (United States of America)

Hours Per Week:
40