Incident Manager - Markets

Bank of America•Richmond, VA

3d•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! Job Summary: A highly skilled Technology Incident Manager to lead the response to complex technology disruptions that impact critical business services. In this role, you will act as the central coordinator during major incidents, ensuring swift resolution, effective communication, and continuous improvement across our operational environment. This position is ideal for a proactive leader with strong technical awareness, excellent communication abilities, and proven experience driving cross-functional teams under pressure.

Requirements

5+ years in incident management, technology operations, SRE, NOC, or equivalent support roles
Strong understanding of modern infrastructure, application stacks, cloud environments, and monitoring tools
Exceptional communication and leadership skills in high-pressure situations
Ability to manage multiple stakeholders and drive outcomes across diverse teams
Familiarity with ITIL or similar operational frameworks

Nice To Haves

Experience in financial services or other mission‑critical environments
ITIL Foundation or relevant operational/technical certifications (AWS, Azure, etc.)
Experience with observability platforms such as Splunk, Dynatrace, AppDynamics, Prometheus, or similar

Responsibilities

Lead end‑to‑end management of high‑severity technology incidents
Assess incident impact, classify severity levels, and initiate response activities
Coordinate troubleshooting efforts across application, infrastructure, network, and security teams
Serve as the primary communication point for executives, business partners, and technology leadership during incidents
Deliver timely updates and clear summaries in business-friendly language
Ensure service restoration activities follow enterprise standards and emergency change procedures
Facilitate root cause analysis (RCA) and post-incident reviews
Track corrective actions, preventative measures, and long-term remediation
Produce operational metrics, reports, and insights to support leadership decision-making
Continuously refine runbooks, playbooks, monitoring, and operational processes