1+ months

Service Stability and Performance Management Lead

Charlotte, NC 28230
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.

**PAT 15101**

**Core Technology Infrastructure Organization:**

+ Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

+ Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

+ Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

+ Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

+ Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

+ Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

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 OLB 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; service stability and resiliency; and disaster recovery activities.

She or he will act as a consultant, reviewing service hosting environments to identify weaknesses with IT system resiliency and high availability designs, and Disaster Recovery capabilities. Concentration will be on integrity of operational processes used, 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. Analyze and report trends, identify non-functional and business risks/gaps associated with vendor service Availability, Stability, Resiliency, and Disaster Recovery capabilities. Pursue and drive process improvements and design where needed. Influences strategic direction and develops tactical plans.

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.

Manage a portfolio of Externally Hosted Application Services using analytical and conflict resolution skills. Use technical and business knowledge to work across organizational structures, proactively driving solutions for problems identified. Provide status updates to stakeholders and leadership pertaining to target outcomes, delivery, risks/issues, and schedules. Relationship Management and escalation point for unresolved problems, complaints and complex service requests. Establish and maintain operational support playbook information for assigned services.

Drive contractual Availability, Root Cause, and Change Management SLAs. Identify and manage risks associated with delivering Services to the bank. Drive and ensure compliance to Enterprise Change Management standards. Provide assistance with planning of Disaster Recovery exercises.

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

Facilitate Weekly / Monthly performance reviews with assigned service providers. Establish and maintain monthly reporting for activities in progress and completed. Facilitate and distribute minutes for meetings involving a large number of participants. Understand and drive service providers adherence to SLA terms and Compliance Standards. Management of active Problem tickets ensuring they are kept up to date with clear concise information, and engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problems.

**Required Skills:**

+ Ability to develop SME of services necessary to analyze trends, and recommend actions to address areas of concern

+ Leading and collaborating with individuals outside your group

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

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

+ 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 situations; Strong inter-personal, influencing, negotiating, consensus building, and conflict resolution skills are crucial

**Desired Skills:**

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 and DR capabilities, and then documenting weaknesses and gaps.

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.

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

+ BS degree in Engineering or Computer Science

+ Working knowledge of hosting systems, VM Ware, Java, networking principles and related technologies

+ Infrastructure architecture experience

+ Working knowledge and experience of ITIL processes


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 https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .

To view the "EEO is the Law" Supplement, CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf .

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 .


  • Banking / Finance
Posted: 2020-11-24 Expires: 2021-02-17

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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Service Stability and Performance Management Lead

Bank of America
Charlotte, NC 28230

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