Senior Technical Manager

Bank of America•Richmond, VA

14h•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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for building and leading a team to deliver technology products and services that meet business outcomes. Key responsibilities include developing a technology strategy, ensuring technology solutions comply with applicable standards, promoting design, engineering, and organizational practices, and advocating and advancing modern, Agile solution delivery practices. Job expectations may include coaching, mentoring, providing feedback and hands on career development, identifying emerging talent, fostering leadership skills, and managing stakeholders. Responsibilities: Builds and manages teams by performing financial activities to inform workforce strategy and hiring practices, setting and tracking maturity and quality objectives, and training employees/teams to address feedback and achieve quality and performance objectives Facilitates performance and career development of employees/teams through performance reviews, coaching, and creating development plans that are needed to build competencies and skills Manages solution delivery and application performance in production (app health, resiliency, performance, security, enterprise data management standards, audit exams and reviews), ensuring all relevant risk, financial, and compliance policies are met Manages relationships with business and technology partners and leads and creates followership in Communities of Practice in the organization Contributes to the technology strategy for their technical domain Creates an inclusive and healthy working environment and helps to resolve organizational impediments/blockers Ensures that execution is aligned with product strategy by working with product management and other stakeholders Managerial Responsibilities: 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: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals. Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement. Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions. Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues. People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance. Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions. Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization. Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work. Position Summary The Global Incident Management Lead is a senior leadership role responsible for directing a global team of up to 20 Incident Commanders and overseeing the end to end execution of the Global Banking Incident Management function. This role provides strategic and operational leadership across all regions, ensuring seamless follow the sun coverage and consistent execution of incident command standards for 850+ critical applications supporting Banking Production Services Technologies. The Global Incident Management Lead ensures unified command during high severity incidents, drives team accountability, and enforces high quality incident handling practices that reduce time to restore and minimize financial and customer impact. This leader maintains global process ownership for Incident Management, partners closely with technology, business, and executive stakeholders, and ensures disciplined triage, escalation, and communication across all regions. Key Responsibilities Include: Global Leadership: Lead, mentor, and develop a global team of 15+ Incident Commanders, driving a culture of accountability, excellence, and continuous improvement. Unified Incident Command: Oversee and govern major incident response, ensuring consistent leadership, structured triage, and fast engagement of technical experts. Operational Excellence: Maintain and continuously enhance global incident management processes, tools, documentation, and response standards. Strategic Initiatives: Partner with senior technology and business leaders to drive strategic operational initiatives, enhance resilience capabilities, mature global processes, and support transformation programs that strengthen our incident management posture. Time to Restore Reduction: Drive disciplined execution to reduce duration of major incidents and minimize associated business and financial impact. Stakeholder Communications: Ensure accurate, timely, and transparent communication with Technology, Business, and Executive partners throughout the incident lifecycle. Follow the Sun Coordination: Partner with regional Incident Command teams to deliver seamless 24x7 global coverage and aligned operational practices. Incident Governance & Reporting: Oversee global incident reporting, trend analysis, and executive summaries; ensure all major incidents are well documented and corrective actions are completed. Risk Management: Ensure incident management practices align with enterprise risk standards, proactively identify operational risks revealed through major incidents, and drive actions that strengthen resilience and prevent recurrence. Continuous Improvement: Lead post incident reviews, and implementation of preventative measures to improve service stability.

Requirements

Over seven years extensive experience leading Major Incident Management in a large enterprise, with deep knowledge of ITIL processes, major incident workflows, escalations, and high severity event handling.
Proven ability to command large scale outages or privacy incidents, make rapid decisions under pressure, and drive disciplined triage and restoration.
Strong leadership skills with the ability to motivate, develop, and hold a global team accountable, skilled in delegation, coaching, and conflict resolution.
Excellent written and verbal communication, including clear direction setting, active listening, and effective executive level engagement during critical events.
Solid technical and business acumen, including familiarity with infrastructure, applications, cloud services, SLAs, KPIs, and performance driven operations.
Experienced in collaborating with engineering, operations, cybersecurity, and business teams to ensure rapid engagement and aligned incident response.
Strong stakeholder management presence with the ability to influence, lead under pressure, and communicate confidently with senior leaders.
Demonstrated capability in process optimization, incident trend analysis, and implementing improvements to reduce recurrence and strengthen resiliency.
Proficiency with ITSM tools (e.g., BMC Remedy, ServiceNow) and experience using tooling to improve visibility, tracking, and communications.
Proactive, flexible, detail oriented, and calm under pressure, with the ability to manage multiple priorities independently.
Highly collaborative and capable of operating across organizational boundaries in a fast paced, high output environment.

Nice To Haves

Experience leading global operations teams or major incident functions in a large enterprise IT organization.
Payments, Treasury, or Cash Management systems experience.
Background in troubleshooting or overseeing recovery of mission critical systems.
Experience in risk identification, operational resilience, or business continuity.
Knowledge of crisis management, disaster recovery, and business continuity frameworks.
Experience running postmortem processes, problem management, and continuous improvement programs.
Understanding of Change Management processes and policy governance.
Familiarity with cloud, distributed systems, or modern application architectures.

Responsibilities

Builds and manages teams by performing financial activities to inform workforce strategy and hiring practices, setting and tracking maturity and quality objectives, and training employees/teams to address feedback and achieve quality and performance objectives
Facilitates performance and career development of employees/teams through performance reviews, coaching, and creating development plans that are needed to build competencies and skills
Manages solution delivery and application performance in production (app health, resiliency, performance, security, enterprise data management standards, audit exams and reviews), ensuring all relevant risk, financial, and compliance policies are met
Manages relationships with business and technology partners and leads and creates followership in Communities of Practice in the organization
Contributes to the technology strategy for their technical domain
Creates an inclusive and healthy working environment and helps to resolve organizational impediments/blockers
Ensures that execution is aligned with product strategy by working with product management and other stakeholders
Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Assesses talent and builds bench strength for roles across the organization.
Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.
Lead, mentor, and develop a global team of 15+ Incident Commanders, driving a culture of accountability, excellence, and continuous improvement.
Oversee and govern major incident response, ensuring consistent leadership, structured triage, and fast engagement of technical experts.
Maintain and continuously enhance global incident management processes, tools, documentation, and response standards.
Partner with senior technology and business leaders to drive strategic operational initiatives, enhance resilience capabilities, mature global processes, and support transformation programs that strengthen our incident management posture.
Drive disciplined execution to reduce duration of major incidents and minimize associated business and financial impact.
Ensure accurate, timely, and transparent communication with Technology, Business, and Executive partners throughout the incident lifecycle.
Partner with regional Incident Command teams to deliver seamless 24x7 global coverage and aligned operational practices.
Oversee global incident reporting, trend analysis, and executive summaries; ensure all major incidents are well documented and corrective actions are completed.
Ensure incident management practices align with enterprise risk standards, proactively identify operational risks revealed through major incidents, and drive actions that strengthen resilience and prevent recurrence.
Lead post incident reviews, and implementation of preventative measures to improve service stability.