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Technology Services Lead

Bank of America

Bank of America

Charlotte, NC, USA
Posted on Tuesday, March 21, 2023

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. 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!

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.

  • Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.

  • Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills.

  • Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision.

  • Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications.

  • Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors.

  • Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques.

  • May provide coaching and mentoring for other employees but does not directly manage others.

  • Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives.

  • Participates with management in the development of technology products, service standards and development efforts that impact the client/business area.

  • Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment.

  • Employees in this job code manage a function but do not manage people.

Required Skills

  • 4-6 years experience working in distributed/ 3-tier model applications , Web tier DMZ architecture

  • 4-6 yrs experience with Java and Spring framework

  • 3-4 yrs experience with Cloud technology – Open shift, docker, Kubernetes

  • Understanding of JavaScript, html, Webservices, REST, JWT and web technologies

  • Hands on experience with Linux OS, shell commands

  • Production support experience; troubleshooting/ debugging skills - 5+ years Experience with python or shell scripting to automate manual tasks.

  • Excellent understanding of Splunk and Dynatrace application monitoring tool - creating dashboards, application onboarding and setup

  • Knowledge of Relational Database and should be proficient in writing SQL Queries

  • Should be able to analyze and troubleshoot complex Production issues

  • Excellent oral and written communication skill

  • Good understanding of Consumer Banking domain, Investment banking, market, trading

  • Able to lead/manage a module of 3-5 member team and guide the team on tasks

  • Able to multi-task and work efficiently

  • Exposure to monitoring tools such as Catchpoint, Site Scope and glass box

  • ITIL, ITSM methodologies - 5 + years

  • Understanding of basic network concepts, ping, dns, firewall

Desired Skills

  • Perform root cause analysis for recurring problems so they can be permanently remediated

  • Respond, resolve and document progress within service tickets to adhere to SLAs

  • Identify proactive preventive measures to minimize impacts

Core Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Job Band:



1st shift (United States of America)

Hours Per Week:


Weekly Schedule:

Referral Bonus Amount: