Senior Technology Incident Lead

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

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.