Technology Services Lead - Production Merchant Services Platform Support

Bank of America•Charlotte, NC

1d•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! Position Summary: The Technology Services Lead is responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to the Bank of America Customer Facing Platform Technology (CFPT) CTO. This includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer. Job Description: 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.

Requirements

8+ years' experience in IT production support or equivalent.
Experience/Exposure to AI and Automation and Cutover tools
Change operations experience.
Ability to lead triage and solve production outage situations under tight deadlines, including root cause and problem resolution follow-ups
Ability to work independently, multitask and effectively work in a complex environment with a global team structure
Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
Knowledge of Splunk, Dynatrace, SiteScope, Tivoli Netcool/WebGUI
Experience in a large IT production support environment
Basic understanding/exposure to ITIL /ITSM
Ability to work in non-contiguous shifts including the potential for weekend days
Working knowledge of business or function for which technical support is needed to diagnose or resolve problems
Collaboration
Influence
Production Support
Risk Management
Solution Design
Analytical Thinking
Architecture
Innovative Thinking
Result Orientation
Stakeholder Management
Adaptability
Automation
DevOps Practices
Project Management
Solution Delivery
Process

Nice To Haves

ServiceNow experience
ITIL Foundation/Intermediary certification
Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management, Triaging Issues.

Responsibilities

Use of monitoring tools to proactively identify and research potential production incidents.
Respond to alerts regarding potential production incidents.
Escalate to advanced support as needed for problem resolution.
Perform trending and analysis using monitoring tools and reports in order to proactively identify and address potential issues prior to production impact.
Perform all environment routing, cycling, and implementation of splash pages.
Partner with Change Operations to support all Change implementations and proactively identify potential issues resulting from the changes.
Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
Develop procedures for trouble shooting and possible resolution of issues.
Execute procedures reliably and escalate appropriately to solve incidents quickly.
Often responsible for the completion of a phase of a project.
Provides guidance and checks the work of less experienced associates.
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