Banking Production Services Problem Manager

Bank of America • Chandler, AZ

16d • Onsite

About The Position

Bank of America is seeking a Problem Management specialist to provide U.S. regional support for the Problem Management function within its Global Banking and Payments organization. The role partners with global teammates and Enterprise teams to deliver Problem Management processes for more than 850 Global Banking applications.

The position supports the problem management lifecycle, including investigation, root cause analysis, resolution tracking, and thematic analysis. It also leads post-mortem reviews for high-severity incidents, drives permanent fixes and preventive measures, and ensures regulatory-impacting incidents and their remediation actions are documented and tracked in accordance with audit requirements. The role supports timely regulatory post-incident reporting and provides input to internal and external stakeholders, including risk and compliance teams.

Requirements

• 5–8 years of experience in IT Operations, Application Support, Incident Management, or Problem Management in a complex environment.
• Familiarity with the ITIL Problem Management lifecycle and practices.
• Strong analytical and technical skills to understand complex application landscapes and failure nodes.
• Experience with ITSM tools such as ServiceNow, Remedy, or JIRA.
• Excellent facilitation and communication skills, including the ability to engage senior Technology and Business stakeholders.
• Ability to influence without authority and drive outcomes across geographically dispersed teams.
• Strong documentation skills for post-mortem reviews and executive reporting.
• Awareness of audit and control expectations in a banking or financial services environment.
• Results-driven, with a strong sense of accountability and ownership.
• Collaborative approach; able to remain calm under pressure, manage multiple priorities, and use initiative to meet deadlines without close supervision.

Nice To Haves

• ITIL certification.
• Experience working in a large enterprise IT organization.
• ITIL Problem Management Certification.
• Experience managing post-incident reporting for regulators.
• Payments and Treasury Cash Management knowledge.
• Experience triaging mission-critical system failures and managing their resolution.
• Relevant ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) certifications.

Responsibilities

• Participate in the problem management lifecycle, including identification, investigation, root cause analysis, resolution tracking, and thematic analysis.
• Facilitate structured post-mortem reviews for high-severity incidents and document impact, root cause, contributing factors, and lessons learned.
• Coordinate with development, infrastructure, and support teams to drive permanent fixes or preventive measures.
• Ensure problem records related to regulatory-impacting incidents are well documented and properly tracked.
• Support timely completion of regulatory post-incident reporting and provide high-quality input to internal and external stakeholders, including risk and compliance teams.
• Track and ensure closure of problem-related remediation actions with documented evidence in line with audit requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed