Senior Technology Services Lead

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!
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 problem management activities promoting the stability and reliability of our Enterprise Cloud Platform to our business customers. This critical function is principally focused on the root cause investigation of conditions that impact health of our platform and driving immediate and long term remediations driving effectiveness and efficiency in our process, people and technology.
Responsibilities include:

• Own and manage the investigation of problem tickets within domain throughout their lifecycle
• Ensure problems are mitigated quickly to prevent recurrence
• Conduct Problem Investigation Review meetings across technology teams to establish root cause and determine corrective actions
• Ensure Corrective Actions are identified and implemented within agreed timelines
• Identify and communicate known errors and workarounds to Operations and Engineering functions
• Ensure effective communication, to work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimize performance
• To develop performance measures to regularly monitor the effectiveness and efficiency of problem management disciplines
• Support team compliance with established Problem Management policy, processes, and procedures

Preferred Qualifications

• 5+ years of experience in an IT Operations functions supporting production and development environments
• Working knowledge of industry recognized 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
Pay and benefits information
Jersey City pay range:
$111,800 - $173,000 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, 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.