Incident Manager - Markets

Bank of America; Richmond (VA); On-site; USD 92,000 - 160,000; Full time

Job summary

Bank of America in Richmond, VA seeks a highly skilled Technology Incident Manager to lead the response to major technology disruptions affecting critical services. You will coordinate cross-functional teams, communicate with executives, and drive swift restoration and post-incident reviews.

Ideal candidates bring 5+ years in incident management or SRE, strong leadership, and experience with ITIL-like frameworks, cloud environments, and observability tools.

Qualifications

• 5+ years in incident management, technology operations, SRE, NOC, or equivalent support roles
• Strong understanding of modern infrastructure, application stacks, cloud environments, and monitoring tools
• Exceptional communication and leadership skills in high‑pressure situations
• Ability to manage multiple stakeholders and drive outcomes across diverse teams
• Familiarity with ITIL or similar operational frameworks
• Experience in financial services or other mission‑critical environments
• ITIL Foundation or relevant operational/technical certifications (AWS, Azure, etc.)
• Experience with observability platforms such as Splunk, Dynatrace, AppDynamics, Prometheus, or similar
• Leadership under pressure
• Analytical problem‑solving
• Executive‑level communication
• Collaboration and relationship building
• Operational excellence and accountability
• Adaptability and decision‑making

Responsibilities

• Lead end‑to‑end management of high‑severity technology incidents
• Assess incident impact, classify severity levels, and initiate response activities
• Coordinate troubleshooting efforts across application, infrastructure, network, and security teams
• Serve as the primary communication point for executives, business partners, and technology leadership during incidents
• Deliver timely updates and clear summaries in business-friendly language
• Ensure service restoration activities follow enterprise standards and emergency change procedures
• Facilitate root cause analysis (RCA) and post-incident reviews
• Track corrective actions, preventative measures, and long‑term remediation
• Produce operational metrics, reports, and insights to support leadership decision-making
• Continuously refine runbooks, playbooks, monitoring, and operational processes

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 Summary:

A highly skilled Technology Incident Manager to lead the response to complex technology disruptions that impact critical business services. In this role, you will act as the central coordinator during major incidents, ensuring swift resolution, effective communication, and continuous improvement across our operational environment.

This position is ideal for a proactive leader with strong technical awareness, excellent communication abilities, and proven experience driving cross-functional teams under pressure.

Key Responsibilities:

• Lead end‑to‑end management of high‑severity technology incidents
• Assess incident impact, classify severity levels, and initiate response activities
• Coordinate troubleshooting efforts across application, infrastructure, network, and security teams
• Serve as the primary communication point for executives, business partners, and technology leadership during incidents
• Deliver timely updates and clear summaries in business-friendly language
• Ensure service restoration activities follow enterprise standards and emergency change procedures
• Facilitate root cause analysis (RCA) and post-incident reviews
• Track corrective actions, preventative measures, and long‑term remediation
• Produce operational metrics, reports, and insights to support leadership decision-making
• Continuously refine runbooks, playbooks, monitoring, and operational processes

Required Qualifications:

• 5+ years in incident management, technology operations, SRE, NOC, or equivalent support roles
• Strong understanding of modern infrastructure, application stacks, cloud environments, and monitoring tools
• Exceptional communication and leadership skills in high‑pressure situations
• Ability to manage multiple stakeholders and drive outcomes across diverse teams
• Familiarity with ITIL or similar operational frameworks

Desired Qualifications:

• Experience in financial services or other mission‑critical environments
• ITIL Foundation or relevant operational/technical certifications (AWS, Azure, etc.)
• Experience with observability platforms such as Splunk, Dynatrace, AppDynamics, Prometheus, or similar
• Leadership under pressure
• Analytical problem‑solving
• Executive‑level communication
• Collaboration and relationship building
• Operational excellence and accountability
• Adaptability and decision‑making

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

Pay Transparency details

US - VA - Richmond - 8001 VILLA PARK DR - VILLA PARK OPS CENTER BLDG C (VA2100)

Pay range

$92,100.00 - $160,100.00 annualized salary, offers to be determined based on experience, education and skill set.

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.