Job Description:
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!
Job Description:
Join our team as a Subject Matter Expert (SME) focused on enhancing the stability and resiliency of externally hosted services integrated with BoFA’s enterprise architecture. In this role, you’ll act as a key liaison between business units, technical teams, and vendors, ensuring seamless operations through ITSM/ITIL framework processes, specifically in Problem and Change Management.
This job is responsible for leading the planning, designing, and implementation of complex infrastructure solutions to meet deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and overseeing projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.
What You’ll Do:
- Review and analyze incidents affecting externally hosted services to improve system resiliency and availability
- Identify gaps, oversee root cause analysis, and ensure corrective actions are implemented to mitigate issues
- Drive vendor adherence to contractual SLA and compliance standards, ensuring alignment with organizational expectations
- Facilitate daily video/teleconference meetings with large groups, leading cross-functional teams to resolve Single Points of Failure and drive stability improvements
- Oversee external vendor change processes, documenting them in the System of Record (SOR) to prevent disruptions in production environments
- Track opportunities for improvement, ensuring long-term system stability and resiliency
Responsibilities:
- Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systems
- Mentors other team members and provides technical leadership
- Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
- Supports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
- Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
- Provides release support when needed and manages engagement across audiences
- Provides full lifecycle management of the infrastructure and application environments
Required Qualifications- Strong understanding of ITIL processes (Incident, Problem, and Change Management)
- 3+ years of experience in a related field
- Intellectual curiosity with a proactive approach to problem-solving
- High-level knowledge of infrastructure resiliency, B2B networks, and monitoring systems
- Exceptional organizational skills and attention to detail
- Excellent written and verbal communication, with strong listening skills
- Ability to thrive as a self-starter in a fast-paced environment with minimal supervision
Desired Qualifications
- Vendor/Contract Management experience
- Hands on experience with BMC Remedy or Service Now
- Proficiency in reporting tools like MicroStrategy or Tableau
Skills:
- Innovative Thinking
- Production Support
- Result Orientation
- Risk Management
- Adaptability
- Analytical Thinking
- Collaboration
- Influence
- Solution Delivery Process
Shift:
1st shift (United States of America)
Hours Per Week:
40
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