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!

The individual in this role is responsible for managing the day-to-day activities and functions for the team. This individual will assign work to team members, supervise work processes, and provide informal leadership of sub teams or technology silos. In addition, this individual manages on call and support schedules while providing leadership/mentorship/direction to junior team members. Additional responsibilities of this role include hands on technical and analytical ability to solve complex issues, possess excellent communication skills and the ability to effectively communicate to senior management and LOB partners.

Key Responsibilities:

• Manage and prioritize multiple tasks and assignments for the team
• Track tasks and tickets in system(s) of record and ensure enterprise service level agreements (SLAs) are met
• Create on call rotation schedule and ensure support for off hours/weekends/release windows
• Participate in defect/incident/problem/change review meetings and release activities as applicable
• Provide point of escalation for the team members, and applicable peer and partner teams
• Provide leadership Point of Contact (POC) for triage of high priority incidents or consulting engagements
• Participate and help with resource interview and onboarding processes
• Work with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
• Perform access reviews and compliance activities, act as delegate for administrative processes
• Perform all responsibilities of Specialist I and II roles from the applicable teams

Required Qualifications:

• 6+ years hands on experience and good understanding of Python, Machine Learning / AI, PowerShell, SharePoint Development, Linux/Windows OS, and VB
• 3+ years hands on experience in reporting utilities (Tableau and/or Microstrategy)
• Strong knowledge of IT Service Management (ITSM), including Remedy, Change Management, and Problem Management processes
• Working knowledge of SQL, Autosys, and execution of queries for effective issue triage and analysis
• Foundational understanding of vaulting, RISE deliverables, Disaster Recovery exercises, and automation practices
• Hands-on experience with Dynatrace, Splunk, and SiteScope for incident debugging and root cause analysis
• Ability to enhance and configure additional monitoring capabilities in Dynatrace to improve observability
• Strong skills in log analysis and performance troubleshooting
• Familiarity with key internal enterprise applications such as CPT, ARM, Btconverge, MyTechnology, ART, AppviewX and similar platforms
• Proven ability to lead a team and maintain continuous communication with CIO leadership, vendors, and Business stakeholders
• Excellent understanding of SDLC
• Excellent understanding of Linux/Windows OS and MS Office toolset
• Logging and Monitoring experience along with troubleshooting
• Good communication skills
• Take ownership – Demonstrates sense of commitment to work. Is dependable and conscientiously follows through on commitments
• Automation skills to reduce manual activities

Desired Qualifications:

• Knowledge of container technologies and supporting container platforms, including OpenShift
• Working understanding of Appian and Java applications and architecture
• 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 proactive, 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:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)Pay and benefits informationPay range$92,100.00 - $160,100.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.