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 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! The individual in this role is responsible for managing the day-to-day activities and functions for the team. This individual will assign work to team members, supervise work processes, and provide informal leadership of sub teams or technology silos. In addition, this individual manages on call and support schedules while providing leadership/mentorship/direction to junior team members. Additional responsibilities of this role include hands on technical and analytical ability to solve complex issues, possess excellent communication skills and the ability to effectively communicate to senior management and LOB partners. Key Responsibilities: Manage and prioritize multiple tasks and assignments for the team Track tasks and tickets in system(s) of record and ensure enterprise service level agreements (SLAs) are met Create on call rotation schedule and ensure support for off hours/weekends/release windows Participate in defect/incident/problem/change review meetings and release activities as applicable Provide point of escalation for the team members, and applicable peer and partner teams Provide leadership Point of Contact (POC) for triage of high priority incidents or consulting engagements Participate and help with resource interview and onboarding processes Work with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives Perform access reviews and compliance activities, act as delegate for administrative processes Perform all responsibilities of Specialist I and II roles from the applicable teams Required Qualifications: 6+ years hands on experience and good understanding of Python, Machine Learning / AI, PowerShell, SharePoint Development, Linux/Windows OS, and VB 3+ years hands on experience in reporting utilities (Tableau and/or Microstrategy) Strong knowledge of IT Service Management (ITSM), including Remedy, Change Management, and Problem Management processes Working knowledge of SQL, Autosys, and execution of queries for effective issue triage and analysis Foundational understanding of vaulting, RISE deliverables, Disaster Recovery exercises, and automation practices Hands-on experience with Dynatrace, Splunk, and SiteScope for incident debugging and root cause analysis Ability to enhance and configure additional monitoring capabilities in Dynatrace to improve observability Strong skills in log analysis and performance troubleshooting Familiarity with key internal enterprise applications such as CPT, ARM, Btconverge, MyTechnology, ART, AppviewX and similar platforms Proven ability to lead a team and maintain continuous communication with CIO leadership, vendors, and Business stakeholders Excellent understanding of SDLC Excellent understanding of Linux/Windows OS and MS Office toolset Logging and Monitoring experience along with troubleshooting Good communication skills Take ownership – Demonstrates sense of commitment to work. Is dependable and conscientiously follows through on commitments Automation skills to reduce manual activities Desired Qualifications: Knowledge of container technologies and supporting container platforms, including OpenShift Working understanding of Appian and Java applications and architecture Proven team player who can work comfortably in a multicultural environment Proven ability to work independently, multi-task and effectively work in a complex environment with a global team structure Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator Detail oriented and organized Must be proactive, enthusiastic, flexible, results driven with attention to detail Strong problem solving and critical thinking skills Motivation to achieve results and the ability to quickly integrate into teams Ability to work in an ambiguous environment and draw and defend results and conclusions Ability to work in a dynamic and team-oriented environment Ability to balance a significant workload, prioritize and multitask 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 $92,100.00 - $160,100.00 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