Merchant Services Platform Support Lead - Tech Services Lead

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for managing the day-to-day activities and functions for the assigned team. Key responsibilities include delegating work to team members, supervising work processes, providing informal leadership of sub teams or technology silos, managing on call and support schedules, and providing leadership, mentorship, and direction to team members. Job expectations include solving complex technical and analytical issues and effectively communicating results to senior management and Line of Business partners.

Position Summary:

Merchant Services Platform Support Lead across four critical merchant service platforms • Monitor and support applications for 100% SLA meets• On call support • Production Ticket/Issue Triage • Preparing RCA - Root Cause Analysis (RCA) document • Partner with Application team, CCO, application support teams to resolve the issue • Prepare and/or review Impact Analysis based on issue analysis • Hands on experience with application support workload. • Write scripts to automate mundane daily BAU tasks • Willing to provide support after office hours, weekends and stay on call when business needs • Identify root cause in the code, suggest break-fix activities in the code and/or DB • Follow the release management and code deployment process to migrate the code changes.

Responsibilities:

• Manages and prioritizes multiple tasks and assignments for the team including tracking tasks and tickets in system(s) of record, ensuring enterprise service level agreements are met, and participating in defect, incident, problem, and change review meetings and release activities
• Provides point of escalation for team members, peers, and partner teams, and shares the leadership Point of Contact for triage of high priority incidents or consulting engagements
• Performs all responsibilities of team members from applicable teams
• Works with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
• Participates and helps with resource interviews and onboarding processes
• Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes
• Creates the on call rotation schedule and ensures support for off hours, weekends, and release windows

• 5+ years of experience in the payment technology industry
• 5+ years of experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Interscope
• 5+ years of experience working in a production environment with Change management technology experience
• Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies
• Working knowledge of Java, Oracle, Linux, SQL/ Splunk
• Very strong communication and documentation skills
• Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills

• J2EE, Spring
• Microservice Unix / Linux Scripting
• Understanding of Database terminologies
• Strong working knowledge of Microsoft tools

• 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