Tech 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.

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

Position Summary:

• Respond to and resolve business queries for Market Risk space.
• Manage user query mailbox effectively, understand the scope of team’s work and ensure timely and appropriate response is provided for all user queries.
• Respond to and resolve feed and batch support items, Manage alerts and monitoring.
• Utilize important framework tools such as ITSM, ITRS, JIRA, DynaTrace and Splunk, etc. for both making updates and producing reports.
• Incident management - provide timely and accurate user notifications as well as managing escalations when needed.
• Documentation and knowledge management.
• Follow up and coordinate resolutions with various development teams.
• Assist with metrics reporting.
• Coordinate and perform Business Continuity testing and related paperwork.
• Organize and run meetings independently for issue resolution.
• Identify scope for automation to reduce manual, repeating tasks.
   

Required Qualifications:

• 5+ years of Production Support experience.
• Strong SQL Knowledge.
• Strong UNIX / LINUX knowledge.
• Knowledge of Software Development Life Cycle.
• Working knowledge of ITIL.
• Strong verbal and written communication skills.
• Excellent project and time management skills.
• Working knowledge of ITRS, DynaTrace and Splunk
• Working knowledge of Autosys and Bob jobs.
• Scripting knowledge such as Python

Desired Qualifications:

• Financial industry experience
• Knowledge of Market Risk or Counterparty Credit Risk
• Ability to work in a multi-regional team.
• Agile methodology
• Operations exposure with Windows OS
• Working knowledge with Tableau

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: