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 closureDrive the root cause analysis and produce the RCA documentation within SLARegular. professional communication on major incidents to internal & external customers within contracted SLAsCommunication of incidents to customers in a clear and meaningful wayCo-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolutionEscalate within support organization as required.Manage customer / support escalated incidentsCo-ordinate required plan to comply with change and release management processWork with SRE team to pro-actively avoid high priority incidentsRun major incident 'blameless post mortem' sessions after service restoration to ensure avoidance of repeat incidentsReport 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 stakeholdersDrive continuous service improvement and incident avoidances

　　Preferred Qualifications

　　5+ years of experience in an IT Operations functions supporting global production and development environmentsWorking knowledge of industry recognized incident, change and problem management techniques and processesExperience in performing data and trending analysis to identify patterns in system performanceStrong critical thinker with the analytical skills to lead the resolution process for complex problems where analysis of situations or data requires in-depth evaluationRelevant industry and professional certifications a (ITIL Foundation v4, COBIT)Familiar with the application of Agile methodologies in delivering continuous improvementExperience with Atlassian suite (Jira, Confluence)

　　Preferred Skills

　　Natural curiosity in understanding how systems works and identifying root cause conditions that impair system performanceAbility to communicate, both verbally and in writing, with both technical and business peopleNaturally collaborative with stakeholders and suppliers globallyGood working knowledge of data analysis techniquesGood working knowledge of standard reporting tools and techniquesGood working knowledge of the Remedy and ServiceNow

　　Shift:

　　1st shift (United States of America)

　　Hours Per Week:

　　40