Technology Services Lead

Bank of America•Plano, TX

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 our best to drive Responsible Growth and deliver 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!

Requirements

3 or more years in Production Support, Performance Testing, and/or related technical environment
3 or more years working in a Linux environment
3 or more years analyzing log data in Splunk
3 or more years performing root cause analyze of complex technical issues
Experience with one or more of the following: AppDynamics, Introscope, Dynatrace
Scripting in Bash and/ or PowerShell
Enjoys solving problems
Detail oriented and organized
Firm grasp on day-to-day use of Linux
Experience writing SQL to query data
Previous experience with an application performance monitoring tool (Introscope, AppDynamics, Dynatrace)
Must be able to create and modify utility scripts written in bash, PowerShell, etc.
Must have previous experience with Splunk or another log aggregation tool
Must have previous experience analyzing root causes for complex technical incidents

Nice To Haves

Ability to analyze Java heap and thread dumps
Experience in supporting Java based application
Experience analyzing heap and thread dumps

Responsibilities

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
Able to work independently and drive resolution of complex issues
Able to think broadly about technical issues and correlate current conditions, historical trends and issues, and general incident triage techniques to pinpoint technical issues
Strong analytical skills required to determine root cause of technical issues