Senior 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

This Sr. Tech Services Lead role is responsible for leading robust and effective vulnerability management and risk 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 end to end vulnerability process for applications within the Cloud and Data Services’ portfolio at Bank of America, 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 vulnerability management and overall proactive risk management activities, 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 Cloud and Data Center Services team with a long term focus on proactive vulnerability and risk management 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.

Key Responsibilities:

• Manage application vulnerabilities from identification to remediation and closure
• Drive the root cause analysis and produce the RCA documentation within SLA
• Regular. professional communication on major vulnerabilities to internal & external customers within contracted SLAs
• Work with vendors and communicate known vendor vulnerabilities to leadership in a clear and meaningful way
• Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution
• Escalate within support organization as required.
• Co-ordinate required plan to comply with change and release management process
• Work with GIS team to pro-actively address high priority vulnerabilities
• Run major incident ‘blameless post mortem’ sessions after service restoration to ensure avoidance of repeat incidents
• Report on vulnerability mgmt service level compliance statistics to the Service Delivery & Account Managers.
• Drive continuous service improvement and proactive risk & vulnerability management

Required Qualifications:

• 5+ years of experience in an IT Operations functions supporting global production and development environments
• Working knowledge of industry recognized vulnerability and application 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 information security scanning tools (Aqua)

Desired Qualifications

• 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 globall