Bank of America
Merchant Services Platform Support Lead - Tech Services Lead
Bank of America, Newark, Delaware, United States, 19711
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
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. Position Summary
Merchant Services Platform Support Lead
across four critical merchant service platforms. Responsibilities include: Monitoring and supporting applications for 100% SLA meets On call support Production Ticket/Issue Triage Preparing RCA - Root Cause Analysis (RCA) document Partnering with Application team, CCO, application support teams to resolve the issue Preparing and/or reviewing Impact Analysis based on issue analysis Hands on experience with application support workload Writing scripts to automate mundane daily BAU tasks Providing support after office hours, weekends and staying on call when business needs Identifying root cause in the code, suggesting break-fix activities in the code and/or DB Following the release management and code deployment process to migrate the code changes 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 Required Qualifications
5+ years of experience in the payment technology industry 5+ years of experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Interscope 5+ years of experience working in a production environment with Change management technology experience Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies Working knowledge of Java, Oracle, Linux, SQL/ Splunk Very strong communication and documentation skills Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills Desired Qualifications
J2EE, Spring Microservice Unix / Linux Scripting Understanding of Database terminologies Strong working knowledge of Microsoft tools 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:
1st shift (United States of America) Hours Per Week:
40
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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. Position Summary
Merchant Services Platform Support Lead
across four critical merchant service platforms. Responsibilities include: Monitoring and supporting applications for 100% SLA meets On call support Production Ticket/Issue Triage Preparing RCA - Root Cause Analysis (RCA) document Partnering with Application team, CCO, application support teams to resolve the issue Preparing and/or reviewing Impact Analysis based on issue analysis Hands on experience with application support workload Writing scripts to automate mundane daily BAU tasks Providing support after office hours, weekends and staying on call when business needs Identifying root cause in the code, suggesting break-fix activities in the code and/or DB Following the release management and code deployment process to migrate the code changes 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 Required Qualifications
5+ years of experience in the payment technology industry 5+ years of experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Interscope 5+ years of experience working in a production environment with Change management technology experience Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies Working knowledge of Java, Oracle, Linux, SQL/ Splunk Very strong communication and documentation skills Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills Desired Qualifications
J2EE, Spring Microservice Unix / Linux Scripting Understanding of Database terminologies Strong working knowledge of Microsoft tools 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:
1st shift (United States of America) Hours Per Week:
40
#J-18808-Ljbffr