Global Banking & Payments Production Support Lead - Credit Underwriting

Bank of America•Charlotte, NC

11d•Onsite

About The Position

This position is for an experienced technology leader to drive production support, incident management, and operational stability across a complex application environment as well as providing leadership to mentor, and manage cross-functional teams. The ideal candidate brings deep production support experience, expertise across Oracle, SQL Server, PostGre, J2EE, UNIX, Informatica, MQ, .NET, Mule and OpenShift, strong knowledge of Splunk and Dynatrace and a proven ability to lead high severity incidents, root cause analysis and continuous improvement. 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.

Requirements

Strong leadership and team management skills, with the ability to coordinate, motivate, and drive team performance toward successful outcomes
Excellent communication skills, with experience collaborating effectively with U.S.-based business partners
Strong analytical and problem-solving skills, with the ability to address complex issues and drive resolution
Strong organizational and time management skills, with the ability to prioritize and balance competing demands
5+ years of experience in application development and/or production support
5+ years of hands on experience across a combination of the following technologies: Oracle/SQL/PostGre Informatica J2EE UNIX NET OpenShift
2+ years of experience with monitoring and support tools such as: Splunk, Dynatrace and/or AppDynamics

Nice To Haves

Experience with monitoring and observability tools, including Splunk and Dynatrace
Prefer prior experience managing complex batch environment
Working knowledge of ITSM tools such as Remedy and ServiceNow
Exposure to incident trend analysis and problem management processes
Ability to identify and drive automation and process improvement opportunities

Responsibilities

Lead and coordinate cross-functional teams during escalations, handoffs, and priority alignment
Provide leadership, mentoring, and operational direction to onshore/offshore support teams
Drive incident management, problem follow-up, and production issue resolution across platforms.
Identify operational risks, assess impact, and propose mitigation options with clear business context.
Proactively monitor production health and take action to prevent or minimize outages.
Troubleshoot and resolve application issues including: batch/job failures feed/file management issues monitoring and alerting failures infrastructure and platform-related support issues
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
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.