Wealth APS - Wealth Banking - 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!
 

Position Summary

Individual will lead production support within Global Wealth and Investment Management line of business aligned to banking technology, focused on critical applications that handle funds transfer. Associate will oversee incidents for supported applications (~20) ranging from single user/account issues to infrastructure triages, coordination with problem management, constant knowledge building, identification & implementation of process improvements, including but not limited to runbooks, monitoring, alerting, working with partner teams on process gaps, technology gaps, or stability concerns. Will be accountable for timely updates (including senior leadership).

Leader will have responsibilities over distributed and mainframe oriented components. Distributed includes, but not limited to Money Movement providing bank and brokerage transfers (15mm trans/annually), Check 21 which facilitates deposits into brokerage accounts from advisory branches, ATMs, and mobile devices (2mm trans /annually), relationship pricing/rewards which offers promotional discounts to high-net-worth clients, fraud monitoring tools, as well as production support for other distributed platforms. For mainframe, AMFS/CMA core processing handles millions of accounts daily determining available funds and is integral to downstream processing for ACH credits, ML debit card activity, and fraud detection. These applications impact available real time balances and provides various web services to midrange applications, which service multiple changes MM/ME, advisory, home office with over 200K+ transactions amounting to over $850MM processed daily.

Required Qualifications

• Provide day-to-day application support for aligned applications by reviewing pertinent logging (including platforms with limited documentation)
• Drive for root cause analysis to application outages and provide quick service restoration (including single user and branch issues)
• Improve application stability and reduce errors present in the environment
• Work closely with technology infrastructure teams, development and testing teams in supporting integrated /independent releases, software/hardware upgrades, server upgrades, etc.
• Reduce Development escalation and ensure issues are resolved within the team.
• Proactively monitor and manage the production environment.
• Ability to provide overnight/weekend/holiday support as needed to handle high priority issues, production recoveries, and/or monthly releases
• Act as the point of escalation for the business and manage end-user client relationship

Desired Qualifications

• Prior experience (2-3 years) within a financial services and/or production support
• Prior leadership experience (1-2 years) managing resources
• Telemetry exposure to enterprise/industry tooling

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.

Responsibilities:

• 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