Incident Response & Triage Lead

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

Job summary

Bank of America in New Jersey is looking for an Incident Management Lead to guide triage for production incidents across multiple applications, ensuring timely restoration and clear communication with customers and leadership.

This role requires strong analytic and collaborative skills, experience in SQL and monitoring tools, and the ability to manage on-call duties within a busy, security-conscious environment.

Qualifications

• 5+ years’ experience in a Production Support or Incident Management role.
• Ability to lead triage calls and communicate with leadership.
• Strong technical skills to interpret monitors, dashboards, and logs.

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
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers

Skills

Production Support

Incident Management

SQL

Communication

Analytical Thinking

Tools

Splunk

Dynatrace

AppDynamics

Job description

Bank of America in New Jersey is looking for an Incident Management Lead to guide triage for production incidents across multiple applications, ensuring timely restoration and clear communication with customers and leadership.

This role requires strong analytic and collaborative skills, experience in SQL and monitoring tools, and the ability to manage on-call duties within a busy, security-conscious environment.