Technology Services Lead

Bank of America•Charlotte, NC

3d•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! 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. The Bank of America’s APS&E EET Operations team seeks to fill open positions for system administrator(s) to support Real Time Communications 2nd level Applications Automation Operations. These applications are developed using Java and deployed on Linux systems. We are seeking resumes from experienced professionals who possess strong Linux and SQL database skills, who are also able to support and maintain automation scripts. The successful candidate will have between 5 and 8 years of experience in application support, including being able to create and troubleshoot automation scripts (Python & PowerShell). The candidate should be well-versed in creating SQL queries, as well as able to perform patching support, services reset, performance optimization, and backup and recovery.

Requirements

5+ years experience in application support (JAVA, SQL)
2+ years production systems engineering and/or support role
3+ years Development or Architecture experience for multi-tiered business applications
Proficient in Java, SQL Database, Automation scripting (Python & PowerShell)
Proficient in Incident management, ticketing requirements, and End user support services
Ability to describe issues, escalate, and articulate impact to affected users and leadership as needed
Proficient in common MS tools to assist in data analysis and reporting
Proficient in viewing Splunk Dashboards and engaging corrective activities
Proven experience with Splunk and Dynatrace implementation, design/build of dashboards and alerting
Other experience with SiteScope, Catchpoint, and AppDynamics
Knowledge of OS (Windows/Unix) based infrastructure services, processing, monitoring, shell scripts, etc
Proven experience in application/network performance and availability monitoring
Excellent communication skills
Self-motivated, hands-on, driven individual
Strategic thinker who can link business context to technical reality
Able to work in a fast paced environment whilst meeting deadlines

Nice To Haves

Automation skills to reduce manual activities
Proven team player who can work comfortably in a multicultural environment
Proven ability to work independently, multi-task and effectively work in a complex environment with a global team structure
Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator
Detail oriented and organized
Must be proactive, enthusiastic, flexible, results driven with attention to detail
Strong problem solving and critical thinking skills
Motivation to achieve results and the ability to quickly integrate into teams
Ability to work in an ambiguous environment and draw and defend results and conclusions
Ability to work in a dynamic and team-oriented environment
Ability to balance a significant workload, prioritize and multitask
Bachelor of Science in Information Technology (BSIT) or similar, including experience

Responsibilities

Maintain and troubleshoot applications automation developed using JAVA and hosted on Linux-based servers, including web servers, application servers, and database servers
Develop and maintain automation scripts (Python & PowerShell)
Install and configure software applications
Monitor system performance and troubleshoot issues
Perform application deployment, and disaster recovery operations
Create and maintain system documentation
Monitor and analyze system logs
Work with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities to remediate issues
Work within the Bank’s ticketing system (currently Remedy) for entering, updating, and closing incident tickets
Escalate to appropriate teams and vendors
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