Technology Services Lead

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!

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

• Creates the on call rotation schedule and ensures support for off hours, weekends, and release windows

• Key responsibility: Includes Risk and Regulatory Management, Information Security Generalist Skills, Information Security Management

• Primarily capacity management of mid-range systems and infrastructure

• Ability to communicate and provide capacity executive summaries to our partners and stakeholders

• Providing data analytics and capacity forecast models

• Understanding of hardware Infrastructure, architecture and disaster recovery

• IT Service Management (ITSM)

• Advisor for system and application performance improvements with other partners and stakeholders

• Preferred understanding of Agile methodologies, Splunk data mining expertise, and demand data/BVI concepts

Required Qualifications:

• Minimum experienced greater than 12 years of IT Capacity Management

• Demonstrate knowledge of capacity planning methodologies.

• Demonstrate knowledge of mathematical/statistical and quantitative analytics

• Demonstrate knowledge of ITIL capacity management best practices & COBIT framework.

• The candidate will be expected to foster a culture of support and knowledge sharing.

Desired Qualifications:

• Desired Experience with: Infrastructure architecture ITSM AppDynamics/DynaTrace Splunk Operating System Performance Measurement Tools (SAR/PerfMon) True Sight Capacity Optimizer

• Agile Framework – Jira/Confluence

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