Production Services Lead

Bank of America•Charlotte, NC

12d•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 Platform Support Lead plays a critical role in maintaining application stability and minimizing downtime through proactive incident management and rapid resolution of technical issues. This position ensures the stability and availability of multiple applications through 24x7 incident management. This includes leading incident resolution calls, performing troubleshooting, and managing escalations to restore services promptly. The role requires exceptional written communication skills to provide clear, concise, and accurate incident communications, ensuring that all stakeholders are well-informed throughout the incident lifecycle. They must approach triage in a structured and orderly fashion, with a strong desire to quickly drive resolution. 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. This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Requirements

3+ years Incident Management & Triage Leadership
3+ years Splunk
3+ years Linux
3+ years Dynatrace/AppDynamics/Introscope
2+ years Batch Processing
Critical Thinking & Problem Solving
Clear Written Communication & Executive Summaries

Nice To Haves

Experience writing Process Documentation

Responsibilities

Drive incident triage and resolution calls as the Call Leader, ensuring rapid restoral of services.
Document and maintain detailed triage notes, including impact analysis for incident reporting.
Craft clear, concise, and accurate incident communications and post-incident reports to keep stakeholders well-informed.
Ensure data integrity and quality in incident management tools.
Identify production failures, creating incident and problem tickets as needed.
Utilize Splunk, Dynatrace, and other diagnostic tools for troubleshooting.
Provide executive summaries and tailored communications to stakeholders.
Continuously assess and enhance incident management processes to improve operational efficiency and reduce recurring issues.
Develop and maintain administrative, operational, and technical policies and procedures.
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.