Sr. Technology Manager - Command Center Incident Management

Richmond, Virginia; Chandler, Arizona

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 role is accountable for shaping and leading the people, processes, and tools that drive world‑class performance within the Command Center Incident Management (CCIM) organization. The Senior Technology Manager serves as a transformational leader who elevates team capability, strengthens execution discipline, and ensures operational maturity across all Command Center Incident Manager functions. This position focuses on developing high‑performing incident responders, refining and standardizing core operational processes, and advancing the toolsets and routines that enable consistent, measurable, and predictable incident management outcomes. Through a focus on continuous improvement, accountability, and organizational clarity, this leader drives the evolution of CCIM toward a more modern, data‑driven, and resilient operational model.

Position Summary:

A mission-critical leadership opportunity to be a part of Bank of America’s Global Command Center leadership team as a Senior Technology Manager. Our team is responsible for the availability and performance of the Bank’s global technology services, enabling operational excellence by detecting, predicting, and preventing customer and business impacting technology incidents and restoring service as quickly as possible when disruptions do occur.

The Command Center is seeking a bold, change-driving Senior Technology Manager who acts as a disruptor and challenges the status quo who will report directly to the Global Lead for Incident and Problem Management in the US. The ideal candidate will have a strong technical background, excellent communication skills, experience leading teams, and a proven ability to manage high-pressure situations. The primary responsibilities include overseeing Bank of America’s Command Center Incident Management function during the AMRS shift, leading the response to high-priority incidents, ensuring minimal disruption to services, and coordinating all necessary resources to resolve issues swiftly. You will work in concert with the team leads, monitoring critical systems, and communicating technology incident information to Senior Executives at Bank of America. The position operates closely with all global line-of-business and infrastructure domain functions and is key in the prevention or containment of business impacting technology incidents.

Responsibilities:

Builds and elevates high‑performing teams by shaping workforce strategy, developing clear maturity and quality expectations, and ensuring teams have the processes and tools needed to consistently deliver strong operational outcomes while meeting core risk and compliance requirements
Facilitates performance and career development of employees/teams through performance reviews, coaching, and creating development plans that are needed to build competencies and skills
Manages relationships with business and technology partners and leads and creates followership in Communities of Practice in the organization
Contributes to the technology strategy for their technical domain
Creates an inclusive and healthy working environment and helps to resolve organizational impediments/blockers
Ensures that execution is aligned with product strategy by working with product management and other stakeholders
Globally responsible for ensuring the production stability of critical systems during their shift.
Regionally responsible for Global Technology Operations stability routines and reporting.
Leads the response and execution of Daily support in response to high-priority issues, outages, and system failures.
This individual must be comfortable with taking a leadership role during complex technical incidents and leading those major incidents to resolution
Serves as the main escalation point of contact during critical incidents, providing communication updates to senior executives.
Creating and enhancing administrative, operational, and technical procedures and work instructions.
Leading programs to expand capabilities and scope across the Global Command Center.

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:

5-10+ years of experience running IT Operations, Application Production Support or Technology Command Centers.
Strong experience in Incident and Major Incident Management. Includes proven experience in running large-scale incidents which impact multiple lines of businesses.
Experience running Incident investigations (Problem Management)
2+ years in a leadership or management role including leading global teams.
Strong understanding of Infrastructure (Network, Compute, Storage, Virtualization, Database, etc.) and application infrastructure.
Proficiency with monitoring and alerting systems (e.g., Splunk, Netcool, etc.).
Familiarity with ITIL principles and Incident and Problem management frameworks.

Desired Qualifications:

Excellent written and verbal communication skills. Must be able to communicate effectively with Senior Executives.
Proven ability to make decisions in high-stress situations.
Ability to manage multiple tasks and prioritize work under pressure.
Proven ability to lead and transform large teams and influence senior stakeholders
ITIL certification or equivalent.
Previous experience working in industries such as Finance or Telecommunications.

Skills: