Global Banking & Payments Production Support Lead - Credit Underwriting

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!

LOB Description:

This position is for an experienced technology leader to drive production support, incident management, and operational stability across a complex application environment as well as providing leadership to mentor, and manage cross-functional teams. The ideal candidate brings deep production support experience, expertise across Oracle, SQL Server, PostGre, J2EE, UNIX, Informatica, MQ, .NET, Mule and OpenShift, strong knowledge of Splunk and Dynatrace and a proven ability to lead high severity incidents, root cause analysis and continuous improvement.

LOB Responsibilities:

• Lead and coordinate cross-functional teams during escalations, handoffs, and priority alignment
• Provide leadership, mentoring, and operational direction to onshore/offshore support teams
• Drive 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 

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 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

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Strong leadership and team management skills, with the ability to coordinate, motivate, and drive teamperformance toward successful outcomes

• Excellent communication skills, with experience collaborating effectively with U.S.-based business partners
• Strong analytical and problem-solving skills, with the ability to address complex issues and drive resolution
• Strong organizational and time management skills, with the ability to prioritize and balance competing demands

• 5+ years of experience in application development and/or production support 
• 5+ years of hands on experience across a combination of the following technologies: 
• Oracle/SQL/PostGre
• Informatica 
• J2EE
• UNIX
• NET
• OpenShift
• 2+ years of experience with monitoring and support tools such as: Splunk, Dynatrace and/or AppDynamics

Desired Qualifications:

• Experience with monitoring and observability tools, including Splunk and Dynatrace
• Prefer prior experience managing complex batch environment 
• Working knowledge of ITSM tools such as Remedy and ServiceNow
• Exposure to incident trend analysis and problem management processes
• Ability to identify and drive automation and process improvement opportunities

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: