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IT Service Stability and Performance Management Lead

Bank of America

Charlotte, NC 28230
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Job Details

IT Service Stability and Performance Management Lead

Charlotte, North Carolina

**Job Description:**

Leads and/or participates in the design, development, and implementation of complex system engineering activities involving cross-functional technical support, systems programming and data center capabilities. Responsible for components of highly complex engineering and/or analytical tasks and activities. Establishes input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system. Viewed as a technology subject matter expert; able to provide and communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors. Will have responsibility for multiple, complex projects; will direct activities of teams related to special initiatives or operations and may have direct reports. Leads the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results. Information Technology degree and/or technology certifications preferred or substantial equivalent experience. Typically 7-10 years of IT experience.

**Job Description:**

The IT Service Stability and Performance Management Lead is a Subject Matter Expert (SME) focused on IT system performance and stability of externally hosted services integrated with BofA's environment. She or he will liaison business, technical organizations, and vendors; independently providing consultation services following ITIL Service Operation framework processes and best practices for the following areas: Change Management; Post Incident Problem Management; system stability and resiliency; and disaster recovery activities. She or he will act as a consultant during system design assessments, and review service hosting environments to identify weaknesses with IT system resiliency and high availability designs. Concentration will be on integrity of operational processesigh-Availability designsused by vendors, identifying gaps, and independently driving implementation of mitigating solutions. As a SME you will also provide consulting expertise to internal technology and business groups, creating solid written business cases and delivering presentations to senior leaders that propose recommended solutions and process improvements when needed to achieve greater overall system stability and resiliency.

Other important functions of this role are to:

- Responsible to create and submit required Change Request documentation (Remedy CRQs) to TRB, facilitating the scheduling and management of planned changes to ensure no disruption of production environment

- Establish and maintain monthly reporting for activities in progress and completed

- Facilitate and distribute minutes for teleconference meetings involving a large number of participants, and leading individuals outside your group to determine Root Cause (RC) of problems

- Identify IT service Single Point of Failures, determine mitigation plans, and track opportunities for improvement; leveraging operational excellence processes that minimize adverse impact of incidents on the business and prevent reoccurrence

- Establish, create, and maintain operational support playbook information, including triage engagement and escalations

- Understand and drive service providers adherence to SLA terms and Compliance Standards

- Provide oversight and assistance with planning and execution of Disaster Recovery exercises

- Analyze and report trends, identify non-functional and business risks/gaps associated with vendor service Availability, Stability, Resiliency, and Disaster Recovery capabilities

- Management of active problems ensuring they are kept up to date with clear concise information.

- Engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problem records

**Required Skills:**

- Excellent written and verbal communication skills; comfortable engaging across a very large difficult to navigate multi-disciplined technology and business organization

- Familiarity with High-Availability designs of enterprise IT systems and networks

- 3-5 years working knowledge of IT system administration best practices, monitoring), Internet technologies, operating systems and information system technologies (Web Tier, Application Tier, Database Tier, Storage Tiers, Cloud environments) as the role requires expertise analyzing IT system designs for operational resiliency, High-Availability and DR capabilities, and then documenting weaknesses and gaps

- Proven experience translating technical system analysis into a solid written business case for management interpretation and action

- 3-5 years creating and delivering technical analysis reports, presentations and other artifacts as related to responsibilities listed above

- Must exhibit excellent listening and strong relationship skills, which are essential for driving groups toward desired outcomes within prescribed timeframes. Related prior experience is required

- Experienced at performing with a professional level of etiquette in high pressure Strong inter-personal, influencing, negotiating, consensus building, and conflict resolution skills are crucial

- Must be a mature self-starter able to multi-task in a fast paced environment with minimal direction

- Must manage competing priorities under tight deadlines while maintaining necessary processes, controls and procedures that ensure accuracy and integrity in reporting into needed multiple SORs.

- Attention to detail and organizational skills necessary for completing assigned problem management activities, using the appropriate disciplines to achieve desired outcomes

- Must have the ability to quickly establish a full understanding of business objectives and underlying drivers, to develop and drive strategies and solutions in support of initiatives and projects that will improve and measure IT services

- Change and Problem Management Skills: Independently lead, facilitate, and manage teleconference meetings involving a large number of participants outside of your group to perform needed Change and Problem Management activities. Ability to adequately identify Root Cause (RC) of system incidents, and ensure follow up activities needed to mitigate reoccurrence are documented as needed in Remedy SOR

**Desired skills:**

- BS degree (Preferred: Engineering, Technology, or Computer Science)

- 3-5 years of ITIL framework experience

- Proven success building internal and external relationships with vendors and business partners

- Adept at decomposing complex technology and/or process problems into well organized, logical and detailed descriptions that succinctly highlight critical issues and will facilitate problem solving

- Experience in the financial services industry

- Prior management experience

- Prior Technical Analyst experience

- Strong investigative skills with close attention to details


1st shift (United States of America)

**Hours Per Week:**


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE at .

To view the "EEO is the Law" Supplement, CLICK HERE at .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (Policy) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of Americas Drug-free workplace and alcohol policy, CLICK HERE .

Success begins with building relationships.

At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.

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