Technology Services Lead

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:
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.

HR Analytics and Reporting Team in GHR Technology have critical applications that are used by the associates and Human Resources in the Bank. Applications availability is critical for the business to perform BAU activities. Data from the application is consumed by users across the Enterprise. Applications are heavy on niche technology skills . Support requirements span on weekdays and weekends. Resource backfill requirement is critical to be able to meet the demands of the business​

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
• Understanding and responding to user requests
• Data investigations, application monitoring to assure system availability
• Batch Monitoring
• Production incident handling
• Incident, Problem & Change request management
• Incident investigation, root cause analysis and corrective action
• Triage incidents, take complete ownership & accountability to ensure restoral of service/issue/failure
• Trouble-shooting application performance issues
• Application environment/infrastructure management
• Release process management.
• Disaster recovery test coordination, preparation, and execution
• Metric Reporting
• Creating & maintaining support documentation
• Contribute in building the knowledge base for the team
• Revisit the existing process & need to provide inputs for improving the same.
• Flexible to support on weekends/holidays and on ad-hoc basis
• 24x7 support of production applications on a rotating basis, and participate in resolution of escalated incident calls
• Provide regular communication to all the stakeholders.
• Flexible to support on weekends/holidays/US shifts.
• Strive towards process improvement and automation.
• Application Lifecycle Management

​Required Qualifications:

• 6+ years of IT Experience in Production support for web based application developed in Linux/Unix, Oracle / PL SQL, API , Hadoop and Informatica
• Knowledge of Autosys, Oracle/SQL, Unix/Linux, Scripting, Splunk, Dynatrace, Ansible Deployment, MuleSoft, cutover
• Ability to analyze and identify root cause of issues and have experience in diagnosing complex technical issues.
• Excellent verbal and written communication skills.
• Abilities to work effectively with multiple stakeholders
• Understanding of Incident, Problem and change management.

Desired Qualifications:

• 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 pro-active, 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

Skills:

• 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

Shift:

Hours Per Week: