Job Description:
About Us
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!
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 include:
- 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
Preferred 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)
Preferred Skills
- 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
Shift:
1st shift (United States of America)
Hours Per Week:
40
