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
 

Job Description:

The Technology Services Lead in the Real-Time Communications (RTC) Operations team is a critical role and necessary in order to support the current volume of operations leadership oversight, including team management and leadership, and tasks, and vendor operations governance.  Standards include developing processes and routines to maintain platform stability, and rapid engagement of troubleshooting and in-depth problem investigation of incidents potentially caused by Carriers, Network, or 3rd parties.

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:

• Provide matrixed oversight and support of Bank technical associates in performing in their roles
• Provide direct engagement and oversight, guidance, and governance for Voice, Productivity and Collaboration operations for Vendors
• Duties will include Voice, Productivity and Collaboration support for team engagement, escalation follow up, driving incidents to root cause
• Handle/manage core voice services in conjunction with support Voice for infrastructure globally
• Incident and change activities in the core voice production environment
• Leadership and Communication on outages, including reporting change related incidents
• 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

• Position serves weekly "on call" with other team members on a rotational basis

• Creates the on call rotation schedule and ensures support for off hours, weekends, and release windows

Required Qualifications:

• Deep understanding of Voice, Productivity and Collaboration platforms, including Web Casting, Live to Desktop, Cisco Enterprise Voice,  Cisco Telepresence and WebEx platforms
• 5+ years Bank operations experience working in an advanced Bank technical support role
• Demonstrated leadership in working with teammates—listening, planning, moving initiatives forward
• Experience in working with Vendors and Carriers on service issues, SLAs
• Experience with engagement of support teams, including Domain Ops, CCO, Network Escalation
• Experience with Change and Problem ticket management and follow up
• Excellent time-management skills; high productivity
• Support on-call on weekends and after-hours as necessary

Desired Qualifications:

• Bachelors degree in technology or related field
• MS Teams Voice experience

Skills:

• Collaboration
• Influence
• Production Support
• Risk Management
• Analytical Thinking
• Innovative Thinking
• Result Orientation
• Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington American Blvd - Hopewell Bldg 3 (NJ2130)Pay and benefits informationPay range$92, $160,100.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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