Senior Technology Manager

Bank of America•Plano, TX

7d•Onsite

About The Position

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. 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: Senior Operational Manager role responsible for managing Voice Operations environment consisting of numerous technologies, as well as direct management of 15 full time employees as well as general oversight of approximately 200 scope of work contractors. This role requires working closely with vendors as well as managing and leading internal teams. Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix supervision. Additional requirements include participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously. Will demonstrate leadership and expertise in the following areas: Incident management Change management Problem management Processes improvement Capacity Management Propose new and improved ways to provide reporting capability through additional automation Tech Strategy, including use of Cutover Tool, OPEX improvements.

Requirements

Minimum 10 years operations expertise
Solid Track record in Management
Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and/or work history, a plus
Excellent written and verbal communication skills
Able to coach others during troubleshooting activities
Strong risk management skills; able to understand urgency, and assess impact
Ability to work in a highly visible environment
Understand concept of operational excellence and strive to improve environment
Strong inter-personal skills; able to work both independently and in a team environment
Ability to provide direction and leadership during troubleshooting calls
Leading a large scale Operational team
Vendor Operations Governance
Cisco Experience and/or Certifications desirable
All Domains, including Financial Centers, Private Bank, Contact Centers, Executive Support

Nice To Haves

Experience working in the financial or banking industry, a plus
Network Skills: Cisco Experience and/or Certifications desirable
Operational experience with Voice Operations, including Trader Voice, Regulated Recording, Voice Networking, including SIP, Carrier, e911, Contact Center, IVR, CTI and VOIP technologies.
Experience in leading technical teams in Break/Fix recovery
Influence
Risk Management
Solution Design
Stakeholder Management
Technical Strategy Development
Analytical Thinking
Application Development
Collaboration
Result Orientation
Solution Delivery Process
Agile Practices
Architecture
Automation
Data Management
DevOps Practices

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
Incident management
Change management
Problem management
Processes improvement
Capacity Management
Propose new and improved ways to provide reporting capability through additional automation
Tech Strategy, including use of Cutover Tool, OPEX improvements
Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix supervision
Participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously