Global NOC – Technical Recovery Specialist

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!

Job Description:
This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

LOB Description:

1. Incident Leadership (Command & Control)

• Lead major incident bridge calls and take command of triage activities
• Own engagement strategy, ensuring the right teams are mobilized quickly
• Direct troubleshooting efforts across multiple network domains
• Make real-time decisions on escalation, prioritization, and recovery actions
• Maintain clear control of incident flow, ensuring focused and efficient resolution

2. Technical Execution

• Drive coordinated troubleshooting across technologies including routing, switching, firewalls, load balancing, and network security
• Identify service impact and validate findings with technical teams
• Anticipate failure scenarios and guide mitigation strategies

3. Communication & Business Alignment

• Translate technical issues into clear business impact statements
• Provide accurate, timely updates to stakeholders and leadership
• Ensure consistency and clarity in all incident communications
• Maintain alignment between technical actions and business priorities

4. Governance, Quality & Continuous Improvement

• Ensure all incident records are complete, accurate, and meet enterprise standards
• Enforce adherence to incident management processes and controls
• Identify patterns, recurring issues, and systemic risks
• Drive follow-ups that improve network stability and prevent repeat incidents
• Maintain and enhance documentation, playbooks, and knowledge artifacts

LOB Responsibilities:

• The TRS operates at the center of incident response, leading high-severity network events where speed, clarity, and decisive leadership are essential. Acting as the single point of technical authority during incidents, this role directs cross-functional teams, determines escalation paths, and ensures all actions are aligned to business impact.
• This role requires the ability to lead under pressure, make decisions with incomplete data, and communicate clearly to both technical teams and senior leadership.
• This role operates within a 24x7 follow-the-sun Global Network Operations environment and requires flexibility to support continuous technical and operational coverage.
• Work schedules and shift patterns will be aligned to regional business and operational needs and may include weekends, public holidays.
• The role is expected to provide technical leadership coverage during assigned shift hours, lead or support major network incident triage and escalation when needed, and partner closely with peer leaders across regions to ensure effective technical handoff, restoration continuit