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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

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

Overview:

L3 Production Services Lead able to work independently and drive resolution of complex issues. Strong analytical skills are required to determine root cause of technical issues. Must be able to think broadly about technical issues and correlate current conditions, historical trends and issues, and general incident triage techniques to pinpoint technical issues. Must have a firm grasp on day-to-day use of Linux. Experience writing SQL to query data required. Previous experience with an application performance monitoring tool (Introscope, AppDynamics, Dynatrace) required. Must be able to create and modify utility scripts written in bash, PowerShell, etc. Must have previous experience with Splunk or another log aggregation tool. Must have previous experience analyzing root causes for complex technical incidents. Ability to analyze Java heap and thread dumps strongly preferred.

Responsibilities:

• Able to work independently and drive resolution of complex issues
• Able to think broadly about technical issues and correlate current conditions, historical trends and issues, and general incident triage techniques to pinpoint technical issues
• Strong analytical skills required to determine root cause of technical issues

Required Qualifications:

• 3 or more years in Production Support, Performance Testing, and/or related technical environment
• 3 or more years working in a Linux environment
• 3 or more years analyzing log data in Splunk
• 3 or more years performing root cause analyze of complex technical issues
• Experience with one or more of the following: AppDynamics, Introscope, Dynatrace
• Scripting in Bash and/ or PowerShell
• Enjoys solving problems
• Detail oriented and organized

Desired Qualifications:

• Experience in supporting Java based application
• Experience analyzing heap and thread dumps

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:

Hours Per Week: