Technology Manager

Bank of America•Charlotte, NC

34d•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! Position Summary: The M365 and Power Platform Operational Manager is responsible for the daily operational execution, service stability, support readiness, and governance adherence of enterprise collaboration. This role provides run-the-business leadership for OneDrive for Business, SharePoint Online, MS 365 Office products, and MS Power Platform capabilities. The position focuses on reliable service delivery, incident and change coordination, operational controls, service metrics, escalation management, documentation, staffing, and continuous improvement across a large enterprise environment.

Requirements

2+ years of experience managing operational teams, vendors, service queues, technical workstreams, or production support functions
Experience managing incidents, service requests, changes, escalations, operational risks, service metrics, recurring issues, and stakeholder communications in a structured IT service management environment
Understanding of identity and access concepts, including Microsoft Entra ID, groups, roles, conditional access concepts, least-privilege administration, and delegated administration models
Strong analytical, written communication, verbal communication, documentation, stakeholder management, prioritization, and problem-solving skills
Ability to perform effectively in a fast-paced, high-pressure operational environment

Nice To Haves

Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field, or equivalent practical experience
Microsoft certifications such as Microsoft 365 Administrator Expert, Power Platform Administrator Associate, Teams Administrator Associate, Security Administrator Associate, or related Microsoft cloud certifications
5+ years of experience in Microsoft 365 administration, collaboration platforms, enterprise productivity services, Power Platform administration, automation services, or related technology operations
Working knowledge of SharePoint Online administration, OneDrive for Business administration, Microsoft 365 admin center, permissions models, external sharing, storage management, service health monitoring, and support operations
Experience with ITIL practices, production support models, service reviews, incident management, change management, problem management, and continuous service improvement
Experience with PowerShell, Microsoft Graph, Power Platform admin center, Power Platform Center of Excellence Starter Kit, automation, reporting, or operational analytics for Microsoft 365 and Power Platform services
Experience with application lifecycle management, solution deployment, environment segmentation, connector governance, maker communities, or low-code platform operating models
Experience working in a regulated, large enterprise, or highly matrixed technology environment

Responsibilities

Manage day-to-day operations for OneDrive for Business, SharePoint Online, Microsoft 365 Office applications, and Microsoft Power Platform services across the enterprise.
Lead operational administrators, engineers, analysts, support resources, and vendor partners responsible for service monitoring, incident response, change execution, request fulfillment, and platform support
Own operational readiness for service changes, feature releases, migrations, remediation work, platform updates, and governance changes, ensuring appropriate communications, support plans, and rollback considerations are in place
Oversee service health monitoring, ticket queues, incident trends, change calendars, backlog prioritization, operational risk tracking, and escalation management across Microsoft 365 services
Ensure operational controls are consistently executed, including site lifecycle processes, storage management, access reviews, sharing controls, permission standards, and support procedures
Partner with security, compliance, records management, legal, risk, audit, and technology teams to operationalize data protection, retention, sensitivity labeling and information governance
Maintain standard operating procedures, runbooks, support models, knowledge articles, service metrics, governance checklists, and operational reporting for supported platform
Drive problem management, root-cause analysis, recurring incident reduction, corrective action tracking, and continuous service improvement activities
Prepare operational dashboards, leadership updates, service reviews, and risk summaries covering service performance, SLA trends, incident volumes, adoption, compliance posture, platform usage, and operational maturity