Incident Management Lead

Bank of America•Pennington, AL

1d•$73,600 - $143,800•Onsite

About The Position

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! The Incident Management Lead provides support issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the Customer/client/associate experience and owns re storing any impacts to those experiences regardless of where the root cause of the impact lies. This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Requirements

5+ years’ experience in a Production Support environment or Incident Management
Able to provide critical thinking and diagnostic skills
Ability and experience working independently and as a Team Player
SQL Query exposure
Able to multitask in a fast-paced environment

Nice To Haves

Experienced with Information Security technologies
Excellent verbal and written communication skills
Ability to lead and manage a production triage call
Experience in a Production Support environment
Experience with Splunk, Dynatrace, AppDynamics and other monitoring tools
Problem Solving
Analytical skills
Ability to handle multiple concurrent tasks
MS Office Suite
Ability to Prioritize deliverables
Networking basics / fundamentals

Responsibilities

Lead production support triage efforts for low to moderate impacting incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed
Lead to identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate impacts and communicate all impacts to leadership, communications channels and so on
Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary reconvenes are scheduled
Communicate clearly with all levels of management
Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation.
Support 24 x 7 On Call responsibilities for any business impacting incident
Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage
Responsible for the data quality and completion of incident tickets
Direct and work research requests, ad hoc reports and offline incidents
Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers
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.