Job Information
Bank of America Cloud Senior Technology Services Lead in Charlotte, North Carolina
Cloud Senior Technology Services Lead
Charlotte, North Carolina;Atlanta, Georgia; Richmond, Virginia; Plano, Texas; Jersey City, New Jersey; 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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Job Description:
This job is responsible for leading a team to develop best practices and set operational standards. Key responsibilities include leading the plan, design, and implementation of complex solutions, applying knowledge of technology, and communicating technology solutions across audiences including technical, managerial, business executives, senior executives, and/or vendors. Job expectations may include coaching, mentoring, providing feedback and career development to members of the team, directing team activities, and adhering to defined practices and policies to obtain results.
Position Summary:
This Sr. Tech Services Lead role is responsible for leading robust and effective incident, change and problem management activities promoting the stability and reliability of our Enterprise Cloud Platform to our business customers. This critical function is principally focused on driving effectiveness and efficiency in our process, people and technology.
The individual is accountable for managing the major incident process for Urgent and High business impacting incidents, ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism. The Sr. Tech Services Lead is responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents.
The Sr. Tech Services Lead is a key member of the ECP Operations and SRE team with a long term focus on avoiding serious incidents and constantly improving service operations, across all facets of service delivery from network to application. Absolutely essential in this role is the ability to build relationships and work collaboratively with multiple departments. To ensure openness and honesty and to get to root cause without a blame culture. The Sr. Tech Services Lead is expected to be on call during extended service hours and have experience working with global team.
Responsibilities:
Provides leadership in defect, incident, problem, and change review meetings and release activities as applicable, developing reliable and repeatable solutions to technology issues
Manages the stability, resiliency, reliability, and performance of a wide array of supported systems
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
Mentors staff, provides technical leadership across the organization, and participates and helps with the resource interview and onboarding processes
Directs appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes
Supports change implementations and proactively identifies potential issues resulting from the changes
Additional Responsibilities:
Manage major incidents from identification to service restoration and closure
Drive the root cause analysis and produce the RCA documentation within SLA
Regular. professional communication on major incidents to internal & external customers within contracted SLAs
Communication of incidents to customers in a clear and meaningful way
Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution
Escalate within support organization as required
Manage customer / support escalated incidents
Co-ordinate required plan to comply with change and release management process
Work with SRE team to pro-actively avoid high priority incidents
Run major incident 'blameless post mortem' sessions after service restoration to ensure avoidance of repeat incidents
Report on major incident service level compliance statistics to the Service Delivery & Account Managers.
Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
Drive continuous service improvement and incident avoidances
Required Qualifications:
5+ years of experience in an IT Operations functions supporting global production and development environments
Working knowledge of industry recognized incident, change and problem management techniques and processes
Experience in performing data and trending analysis to identify patterns in system performance
Strong critical thinker with the analytical skills to lead the resolution process for complex problems where analysis of situations or data requires in-depth evaluation
Relevant industry and professional certifications a (ITIL Foundation v4, COBIT)
Familiar with the application of Agile methodologies in delivering continuous improvement
Experience with Atlassian suite (Jira, Confluence)
Desired Qualifications:
Natural curiosity in understanding how systems works and identifying root cause conditions that impair system performance
Ability to communicate, both verbally and in writing, with both technical and business people
Naturally collaborative with stakeholders and suppliers globally
Good working knowledge of data analysis techniques
Good working knowledge of standard reporting tools and techniques
Good working knowledge of the Remedy and ServiceNow
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
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
View the LA County Fair Chance Ordinance .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
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