Banking Production Services Problem Manager

Bank of America; Chandler (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

Bank of America is seeking a Problem Management specialist to support the US regional Problem Management function for Global Banking and Payments. This role collaborates with global teams to deliver Problem Management for 850+ applications.

You will participate in lifecycle activities, perform RCA, coordinate with development and infrastructure teams, and ensure regulatory post-incident reporting is accurate and timely.

Qualifications

• 5-8 years in IT Operations or ITSM/Problem Management in a complex environment.
• ITIL lifecycle experience; ITIL certification preferred.
• Strong analytical and technical skills to understand complex applications.

Responsibilities

• Participate in the problem management lifecycle: identification, investigation, RCA, resolution tracking, thematic analysis.
• Facilitate post-mortem reviews with detailed impact, root cause, and lessons learned.

Skills

ITIL

ServiceNow

RCA skills

Stakeholder mgmt

Documentation

Analytical thinking

Cross-team collab

Regulatory awareness

Tools

Remedy

JIRA

Job description

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!

Job Description:

Seeking a skilled Problem Management specialist to provide US regional support of the Problem Management function for Global Banking and Payments organization. This role will partner with global teammates and Enterprise teams to provide seamless delivery of Problem Management processes for 850+ Global Banking Applications

Responsibilities:

• Participate in the problem management lifecycle, including identification, investigation, root cause analysis (RCA), resolution tracking, and thematic analysis.

• Facilitate structured post-mortem reviews for high-severity incidents, ensuring detailed documentation of impact, root cause, contributing factors, and lessons learned.

• Drive the creation and implementation of permanent fixes or preventive measures in coordination with development, infrastructure, and support teams.

• Ensure all problem records related to regulatory-impacting incidents well documented and properly tracked.

• Support timely completion of regulatory post-incident reporting and provide high-quality input to external and internal stakeholders, including risk and compliance teams.

• Track and ensure closure of all problem related remediation actions with documented evidence, in line with audit requirements.

Required Job Skills:

• 5-8 years of experience in IT Operations, Application Support, Incident Management or Problem Management in a complex environment.

• Familiarity with ITIL Problem Management lifecycle and practices (ITIL certification preferred).

• Strong analytical and technical skills to understand complex application landscapes and failure nodes.

• Experience working with ITSM tools such as Service Now, Remedy or JIRA.

• Excellent facilitation and communication skills, able to engage senior stakeholders across Technology & Business.

• Ability in influence without authority and drive outcomes across geographically dispersed teams.

• Strong documentation skills for post-mortem reviews and executive reporting.

• Awareness of audit and control expectations in a banking or financial services environment.

• Results driven with a strong sense of accountability and ownership

• A collaborator who must be able to remain calm under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision
  

Desired Job Skills:

• Experience working in a large enterprise IT Organization

• ITIL Problem Management Certification

• Experience managing post-incident reporting for regulators

• Payments and Treasury Cash Management knowledge

• Experience with triaging mission critical systems failure and resolution
  

Relevant certifications:

• ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management).
  

Skills:

• Adaptability

• Analytical Thinking

• Production Support

• Automation

• Collaboration

• Innovative Thinking

• Result Orientation

• Solution Delivery Process
  

Shift:

1st shift (United States of America)

Hours Per Week:

40