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Technology Services Lead - GBS IND

Hyderabad, , India;

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.  Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

 Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview

This position is part of Technology Infrastructure Services (TIS) organization and falls under Enterprise cloud platforms team (ECP).

Enterprise Cloud Platforms team in the CTI organization offers Private and Public Cloud platforms for Bank of America’s developers to drive faster time-to-market, innovation with private and public cloud capabilities, and reduce complexity with built-in integrations. We believe in high quality engineering culture to engineer our platforms with customer and platform mindset, design for large enterprise scale and resilience, and accelerate market innovation into the technical platforms we deliver.

As part of this team, you will have a large impact on the evolution of next generation Cloud and Container services for Bank of America and explore an extensive list of new technologies that will drive innovation across our company.

As part of this team, you will have a large impact on the evolution of next generation Cloud and Container services for Bank of America and explore an extensive list of new technologies that will drive innovation across our company.

Job Description

We are looking for Technology Service Lead who will be responsible for leading robust and effective Incident & problem management activities promoting the stability and reliability of our Enterprise Cloud Platform to our business customers. This critical function is principally focused on the root cause investigation of conditions that impact health of our platform and driving immediate and long term remediation driving effectiveness and efficiency in our process, people and technology. Candidate should be naturally curios in understanding how systems works and identifying root cause conditions that impair system performance.

  • Responsibilities
  • Experience in an IT Operations functions supporting production and development environments
  • Working knowledge of industry recognized Incident, problem management techniques and processes
  • Experience in performing data and trending analysis to identify patterns in system performance
  • Strong critical thinker with the analytical skills to lead the resolution process for complex problems where analysis of situations or data requires in-depth evaluation
  • Relevant industry and professional certifications a (ITIL Foundation v4, COBIT)
  • Familiar with the application of Agile methodologies in delivering continuous improvement
  • Experience with Atlassian suite (Jira, Confluence)
  • Naturally collaborative with stakeholders and suppliers globally
  • Good working knowledge of data analysis techniques
  • Good working knowledge of standard reporting tools and techniques
  • Good working knowledge of the Remedy and ServiceNow
  • Ability to communicate, both verbally and in writing, with both technical and business people
  • Management of active problems ensuring they are kept up to date with clear concise information.
  • Ownership and coordination of actions of assigned problems
  • Engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problem records
  • Liaising with key stakeholders to keep them informed of progress
  •  Managing appropriate escalations where operational level agreement breaches occur
  •  Facilitation during post incident reviews with senior team members
  • Production of statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of faults and determining whether new incidents are related to existing problems, proactive in identifying problems, and analyze & recommend Service Improvement plans
  • Active participation in the constant improvement to the Problem Management Process


Education: B.E. / B. Tech / M.E. / M. Tech / MCA

Experience Range 8 to 12 years

Foundational Skills

  • Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management
  • Analytical skills (logical/critical thinking). Previous experience performing trend analysis and documenting themes.
  • Ability to work with multiple teams to drive problem resolution
  •  Resourceful - utilize all tools, expertise and knowledge bases to drive constant improvement of the problem process
  • Excellent communication skills both verbal and written, arranging meetings, completing post incident reports, note taking, providing root cause updates to key stakeholders

Desired Skills

  • ITIL Foundation
  • Lean IT / Lean IT Kaizen

Work Timings: Mon-Fri 12:30 PM to 9:30 PM IST with requirement to work in 6:30 AM to 3:30 PM IST shift as per business needs. It also includes weekend on-call support aligned with global operating model.

Job Location: Hyderabad, Gurugram

Learn more about this role

Full time


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