Job Description:

This job is responsible for building and leading a team to deliver technology products and services that meet business outcomes. Key responsibilities include developing a technology strategy, ensuring technology solutions comply with applicable standards, promoting design, engineering, and organizational practices, and advocating and advancing modern, Agile solution delivery practices. Job expectations may include coaching, mentoring, providing feedback and hands on career development, identifying emerging talent, fostering leadership skills, and managing stakeholders.

Overview:

An exciting opportunity exists within Enterprise Risk & Finance Application Production Services (ERF APS) for an experienced Application Support Lead to join the Global Financial Crimes (GFC) Application Production Services team supporting the firm's critical Sanctions technology portfolio.

This is a hands-on leadership role responsible for ensuring the stability, resiliency, and operational excellence of business-critical Sanctions and Anti-Money Laundering (AML) applications. The successful candidate will lead production support activities, drive continuous service improvement, strengthen operational risk management practices, and partner closely with technology, compliance, and business stakeholders to deliver highly available and resilient services.

This role offers a unique opportunity to develop deep expertise in Financial Crimes technology while supporting applications that enable the firm's regulatory compliance and risk management objectives. The position provides broad exposure to enterprise technologies including Hadoop, Teradata, Informatica, and cloud-based monitoring platforms, while advancing knowledge of application resiliency, incident management, problem management, observability, and automation practices.

The ideal candidate is a proactive technology professional with strong technical and analytical capabilities who thrives in a fast-paced production environment and is passionate about operational excellence, service reliability, and continuous improvement.

You will play a critical role in protecting the bank and its customers by supporting technology solutions that help identify, prevent, and manage financial crime risk. This position offers the opportunity to combine technical leadership, operational excellence, and risk management expertise while working with some of the firm's most critical regulatory applications.

Responsibilities:

• Builds and manages teams by performing financial activities to inform workforce strategy and hiring practices, setting and tracking maturity and quality objectives, and training employees/teams to address feedback and achieve quality and performance objectives
• Facilitates performance and career development of employees/teams through performance reviews, coaching, and creating development plans that are needed to build competencies and skills
• Manages solution delivery and application performance in production (app health, resiliency, performance, security, enterprise data management standards, audit exams and reviews), ensuring all relevant risk, financial, and compliance policies are met
• Manages relationships with business and technology partners and leads and creates followership in Communities of Practice in the organization
• Contributes to the technology strategy for their technical domain
• Creates an inclusive and healthy working environment and helps to resolve organizational impediments/blockers
• Ensures that execution is aligned with product strategy by working with product management and other stakeholders
• Lead day-to-day production support activities for the Global Financial Crimes Sanctions portfolio, ensuring platform stability, availability, and performance
• Drive rapid diagnosis, triage, and resolution of production incidents, minimizing customer and business impact
• Manage application health, operational risk, audit findings, and compliance obligations while driving remediation and control improvements
• Partner with business, compliance, risk, infrastructure, and development teams to ensure effective support of critical Financial Crimes applications
• Provide leadership during major incidents and production events, coordinating technical teams through resolution and recovery activities
• Conduct root cause analysis and implement sustainable corrective actions to prevent recurring issues
• Monitor and manage complex batch processing environments, ensuring timely completion of critical business workflows
• Lead application resiliency, business continuity, and disaster recovery testing activities to ensure operational readiness
• Drive automation initiatives, observability enhancements, and process improvements to reduce operational toil and improve service reliability
• Develop and maintain operational procedures, support documentation, runbooks, and knowledge management artifacts
• Deliver executive-ready communications, operational reporting, and service performance metrics to stakeholders and leadership
• Foster a culture of accountability, continuous improvement, collaboration, and operational excellence across the support organization

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:

• 10+ years of experience supporting enterprise applications within large-scale, highly regulated environments
• Proven experience leading production support teams and managing mission-critical applications
• Strong technical and analytical skills with experience supporting both proprietary and vendor-based technology solutions
• Experience supporting applications within financial services, banking, or other regulated industries
• Demonstrated experience managing production incidents, service restoration efforts, and problem management activities
• Strong understanding of operational risk, audit, control, and compliance requirements
• Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all levels, including senior leadership
• Hands-on experience with:
  • Unix/Linux environments
  • SQL
  • Autosys or comparable enterprise scheduling platforms
  • Monitoring and observability tools including Splunk and Dynatrace
• Strong understanding of ITIL practices, including Incident, Problem, Change, and Knowledge Management
• Knowledge Financial Crimes, or regulatory compliance domains (Sanctions, AML)

Desired Qualifications:

• Familiarity with ServiceNow, Remedy, MyITSM, or other enterprise service management platforms
• Experience driving operational transformation, automation, and observability initiatives
• Knowledge of application resiliency, disaster recovery, and business continuity frameworks
• Strong critical thinking and problem-solving abilities with a focus on long-term sustainable solutions
• Ability to manage multiple priorities and make effective decisions in high-pressure situations
• Experience presenting operational updates, risks, and recommendations to senior management
• Willingness to participate in rotational on-call support for critical production systems as required
• Aware of SRE (Site Reliability Engineering) practices and methodologies
• Experience with application support on platforms:
  • Hadoop ecosystem technologies
  • Informatica and ETL processes

Skills:

• Influence
• Risk Management
• Solution Design
• Stakeholder Management
• Technical Strategy Development
• Analytical Thinking
• Application Development
• Collaboration
• Result Orientation
• Solution Delivery Process
• Agile Practices
• Architecture
• Automation
• Data Management
• DevOps Practices

Shift:

Hours Per Week: