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 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!

Position Summary :
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 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

• • Lead incident management, problem follow-up, and production issue resolution across platforms. 

• Identify operational risks, assess impact, and propose mitigation options with clear business context. 

• Proactively monitor production health and take action to prevent or minimize outages. 

• Troubleshoot and resolve application issues including: batch/job failures, feed/file management issues, monitoring and alerting failures, infrastructure and platform-related support issues, Coordinate resources across application, infrastructure, platform, and business teams to drive resolution. 

• Own escalation management and ensure timely communication until issues are fully resolved. 

• Support releases, implementations, upgrades, and environment changes, including pre- and post-production activities. 

• Maintain and improve support runbooks, policies, procedures, and operational documentation. 

• Build and maintain a knowledge base of known issues, defects, workarounds, and support techniques. 

• Ensure continuity, quality, and service stability through disciplined operational ownership. 

• Participate in on-call / production support rotation, including after-hours and weekend support for critical initiatives, deployments, infrastructure changes, industry tests, and disaster recovery exercises. 

• Develop strong partnerships with business, CIO, infrastructure, and platform stakeholders.

Required Qualifications:

Skills:

• Collaboration
• Influence
• Production Support
• Risk Management
• Solution Design
• Analytical Thinking
• Architecture
• Innovative Thinking
• Result Orientation
• Stakeholder Management
• Adaptability
• Automation
• DevOps Practices
• Project Management
• Solution Delivery Process

Shift:

Hours Per Week: