Technology Services Lead - POS Software Application Support Team

Bank of America•Charlotte, NC

3d•Onsite

About The Position

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! Position Summary: Technology Services Lead is responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to the Bank of America Customer Facing Platform Technology (CFPT) CTO. This includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer. Typically has 5+ years' experience in IT production support or equivalent. Able to work fairly independently on the most complex projects, and often on multiple phases. Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems. Often responsible for the completion of a phase of a project. Provides guidance and checks the work of less experienced associates. 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.

Requirements

5+ years of hands-on experience in Application support/development, ensuring stability for critical Trading platforms in a global, team-oriented environment.
Experience with distributed application platforms: Windows, UNIX, LINUX, SQL.
Ability to lead triage and solve production outage situations under tight deadlines, including root cause and problem resolution follow-ups.
Experienced on monitoring tools such as .Net Core, Splunk, Dynatrace, Co-Pilot, Windows
Knowledge of Equities asset class and related trade processing flows.
Programming skills: C#, SQL
Excellent verbal and written communication skills.
Knowledge of ITIL & SDLC principles and execution
Experience in coordinating with offshore/onshore support, business, vendor, and infrastructure partners.
Ability to work in non-contiguous shifts including the potential for weekend days
Experience in a large IT production support environment
Must be pro-active, enthusiastic, flexible, results driven with attention to detail.

Nice To Haves

Hands on experience providing direct support to front office trading desks
Experience implementing SRE skills to eliminate toil through automation
Results oriented, must be able to effectively collaborate with Senior Management and Business Partners to find solutions
Proven team player who can work comfortably in a multicultural .NET environment.
Proven ability to work independently, multitask and effectively work in a complex environment with a global team structure
Strong influencer, facilitator, and collaborator.

Responsibilities

Use of monitoring tools to proactively identify and research potential production incidents
Response to alerts regarding potential production incidents
Escalation to advanced support as needed for problem resolution
Perform trending and analysis using monitoring tools and reports in order to proactively identify and address potential issues prior to production impact
Perform all environment routing, cycling, and implementation of splash pages
Partner with Change Operations to support all Change implementations and proactively identify potential issues resulting from the changes
Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement
Develop procedures for trouble shooting and possible resolution of issues. Execute procedures reliably and escalate appropriately to solve incidents quickly
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
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