Incident Management Lead

Bank of America; Stamford (CT); On-site; USD 74,000 - 144,000; Full time

Benefits offered by this job

Discretionary incentive plan

Benefits package

Job summary

Bank of America in Stamford, CT is seeking an Incident Management Lead to oversee triage for business-impacting incidents across multiple applications. You will ensure compliance with incident and problem management policies, serve as the focal point for customer, client, and associate experience, and restore complex production incidents within tight SLAs.

Responsibilities include leading triage efforts, identifying business impact from monitors, dashboards and logs, coordinating communications,

Qualifications

• Experience in a Production Support or Incident Management environment.
• Ability to think critically and troubleshoot diagnostic issues.
• Strong teamwork and collaborative skills.
• Exposure to SQL queries for impact analysis.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Lead production support triage efforts and bridge-line troubleshooting.
• Identify business impact via monitors, dashboards, and logs; communicate impacts to leadership.
• Provide status updates and ensure accurate, timely communications.
• Ensure data quality in incident tickets and documentation.
• Support 24x7 on-call responsibilities for business-impacting incidents.

Skills

Critical thinking

Diagnostic skills

Team player

SQL query exposure

Multitasking

Tools

Splunk

Dynatrace

AppDynamics

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!

LOB Description

The Incident Management Lead provides support issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the Customer/client/associate experience and owns re storing any impacts to those experiences regardless of where the root cause of the impact lies.

Responsibilities

• Lead production support triage efforts for low to moderate impacting incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escape to next level of leadership as needed
• Lead to identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate impacts and communicate all impacts to leadership, communications channels and so on
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary reconvenes are scheduled
• Communicate clearly with all levels of management
• Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation
• Support 24 x 7 On Call responsibilities for any business impacting incident
• Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage
• Responsible for the data quality and completion of incident tickets
• Direct and work research requests, ad hoc reports and offline incidents

Key Responsibilities

Job Description: This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups. Responsibilities: Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows Assess and prioritise research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed

Required Qualifications

• 5+ years’ experience in a Production Support environment or Incident Management
• Able to provide critical thinking and diagnostic skills
• Ability and experience working independently and as a Team Player
• SQL Query exposure
• Able to multitask in a fast-paced environment

Desired Qualifications

• Experienced with Information Security technologies
• Excellent verbal and written communication skills
• Ability to lead and manage a production triage call
• Experience in a Production Support environment
• Experience with Splunk, Dynatrace, AppDynamics and other monitoring tools
• Problem Solving Analytical skills
• Ability to handle multiple concurrent tasks
• MS Office Suite
• Ability to Prioritize deliverables
• Networking basics / fundamentals
• Skills: Adaptability Analytical Thinking Influence Production Support Risk Management Automation Collaboration Innovative Thinking Result Orientation Solution Design Business Acumen DevOps Practices Project Management Solution Delivery Process Stakeholder Management

Shift and Working Hours

Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - CT - Stamford - 600 Washington Blvd (CT2561), US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)

Pay and Benefits Information

Pay range $73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This 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.

Benefits

Benefits This 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. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

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