Technology Manager

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! Position Summary: The M365 and Power Platform Operational Manager is responsible for the daily operational execution, service stability, support readiness, and governance adherence of enterprise collaboration. This role provides run-the-business leadership for OneDrive for Business, SharePoint Online, MS 365 Office products, and MS Power Platform capabilities. The position focuses on reliable service delivery, incident and change coordination, operational controls, service metrics, escalation management, documentation, staffing, and continuous improvement across a large enterprise environment. Responsibilities: Manage day-to-day operations for OneDrive for Business, SharePoint Online, Microsoft 365 Office applications, and Microsoft Power Platform services across the enterprise. Lead operational administrators, engineers, analysts, support resources, and vendor partners responsible for service monitoring, incident response, change execution, request fulfillment, and platform support Own operational readiness for service changes, feature releases, migrations, remediation work, platform updates, and governance changes, ensuring appropriate communications, support plans, and rollback considerations are in place Oversee service health monitoring, ticket queues, incident trends, change calendars, backlog prioritization, operational risk tracking, and escalation management across Microsoft 365 services Ensure operational controls are consistently executed, including site lifecycle processes, storage management, access reviews, sharing controls, permission standards, and support procedures Partner with security, compliance, records management, legal, risk, audit, and technology teams to operationalize data protection, retention, sensitivity labeling and information governance Maintain standard operating procedures, runbooks, support models, knowledge articles, service metrics, governance checklists, and operational reporting for supported platform Drive problem management, root-cause analysis, recurring incident reduction, corrective action tracking, and continuous service improvement activities Prepare operational dashboards, leadership updates, service reviews, and risk summaries covering service performance, SLA trends, incident volumes, adoption, compliance posture, platform usage, and operational maturity Managerial Expectations: Set daily and weekly operational priorities, manage workload distribution, and ensure appropriate coverage for incidents, changes, requests, escalations, and planned work Coach team members on operational discipline, service ownership, ticket hygiene, documentation quality, risk awareness, and customer-focused support behaviors Translate business and technology needs into clear operating procedures, support models, control checkpoints, governance routines, and measurable service outcomes Build strong working relationships with service desk, infrastructure, identity, endpoint, security, compliance, application, data, analytics, automation, and business technology teams Make practical decisions that balance service stability, user productivity, support capacity, risk reduction, security, compliance, and responsible platform adoption Promote a culture of accountability, urgency, follow-through, operational transparency, continuous improvement, and governed innovation Daily operations for Microsoft 365 collaboration and Power Platform services are stable, measurable, well-documented, and consistently executed Incidents, service requests, changes, and escalations are managed within expected service levels with clear ownership, timely communication, and effective follow-through Operational controls for SharePoint Online, OneDrive, and Power Platform are consistently applied across site lifecycle, sharing, access, storage, environment management, connector usage, app lifecycle, automation, and compliance processes Recurring issues are identified, documented, and reduced through effective problem management, root-cause analysis, corrective action tracking, and continuous improvement Leadership and business partners receive clear, timely, and actionable operational updates on service performance, SLA trends, incident volumes, risks, adoption, roadmap impacts, platform usage, and governance maturity Required Qualifications: 2+ years of experience managing operational teams, vendors, service queues, technical workstreams, or production support functions Experience managing incidents, service requests, changes, escalations, operational risks, service metrics, recurring issues, and stakeholder communications in a structured IT service management environment Understanding of identity and access concepts, including Microsoft Entra ID, groups, roles, conditional access concepts, least-privilege administration, and delegated administration models Strong analytical, written communication, verbal communication, documentation, stakeholder management, prioritization, and problem-solving skills Ability to perform effectively in a fast-paced, high-pressure operational environment Desired Qualifications: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field, or equivalent practical experience Microsoft certifications such as Microsoft 365 Administrator Expert, Power Platform Administrator Associate, Teams Administrator Associate, Security Administrator Associate, or related Microsoft cloud certifications 5+ years of experience in Microsoft 365 administration, collaboration platforms, enterprise productivity services, Power Platform administration, automation services, or related technology operations Working knowledge of SharePoint Online administration, OneDrive for Business administration, Microsoft 365 admin center, permissions models, external sharing, storage management, service health monitoring, and support operations Experience with ITIL practices, production support models, service reviews, incident management, change management, problem management, and continuous service improvement Experience with PowerShell, Microsoft Graph, Power Platform admin center, Power Platform Center of Excellence Starter Kit, automation, reporting, or operational analytics for Microsoft 365 and Power Platform services Experience with application lifecycle management, solution deployment, environment segmentation, connector governance, maker communities, or low-code platform operating models Experience working in a regulated, large enterprise, or highly matrixed technology environment 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 information Pay range $105,100.00 - $167,300.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This 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. Benefits This 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. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice