Technology Services Lead

Bank of America•Plano, TX

12d

About The Position

At Bank of America, the Technology Services Lead manages the day-to-day activities and functions of an assigned team. The role delegates work, supervises processes, provides informal leadership to subteams or technology silos, manages on-call and support schedules, and provides mentorship and direction. The position addresses complex technical and analytical issues and communicates findings to senior management and Line of Business partners. As an L3 Production Services Lead, this role works independently to resolve complex production issues. It uses analytical thinking to determine root causes by correlating current conditions, historical trends, and incident-triage information. The position requires practical Linux knowledge, SQL querying, application performance monitoring experience, scripting, and experience with Splunk or another log aggregation tool. An in-office culture supports collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs.

Requirements

At least 3 years in production support, performance testing, or a related technical environment.
At least 3 years working in a Linux environment.
At least 3 years analyzing log data in Splunk.
At least 3 years performing root-cause analysis of complex technical issues.
Experience with one or more of AppDynamics, Introscope, or Dynatrace.
Experience writing SQL to query data.
Ability to create and modify utility scripts in Bash and/or PowerShell.
Strong analytical skills to determine root causes of technical issues.
Ability to work independently and resolve complex issues.
Detail-oriented and organized, with an interest in solving problems.

Nice To Haves

Experience supporting Java-based applications.
Experience analyzing Java heap and thread dumps.

Responsibilities

Manage and prioritize team tasks and assignments, track tasks and tickets in systems of record, and ensure enterprise service level agreements are met.
Participate in defect, incident, problem, and change review meetings and release activities.
Serve as an escalation point for team members, peers, and partner teams, and share leadership responsibility as a point of contact for high-priority incident triage or consulting engagements.
Perform the responsibilities of team members from applicable teams.
Work with appropriate teams to establish alerts, monitoring, dashboards, and processes for new projects and initiatives.
Participate in and assist with resource interviews and onboarding.
Perform access reviews and compliance activities, and act as a delegate for administrative processes.
Create the on-call rotation schedule and ensure support coverage for off-hours, weekends, and release windows.
Independently drive resolution of complex technical issues and determine their root causes.
Correlate current conditions, historical trends and issues, and incident-triage techniques to pinpoint technical issues.