Senior Technical Support Engineer- Global Financial Crimes

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!

Job Description:

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.

Overview:

Enterprise Risk and Finance APS is seeking a high energy execution focused Senior Technical Support Engineer to join our global APS team supporting Global Financial Crimes. This is a high visibility high impact role at the center of our mission to safeguard the firm with industry leading Sanctions capabilities. This position is ideal for someone who wants true ownership thrives in a dynamic global environment and is looking to grow into a trusted subject matter expert or future technology leader within a high priority domain.

We are looking for a senior practitioner who thrives in a 247 follow the sun support model collaborates seamlessly across regions and brings urgency to every problem. The ideal candidate has strong financial services awareness an understanding of regulatory expectations and the ability to stay composed and effective in high pressure time critical situations.

We operate with an engineering mindset approaching problems with curiosity structured analysis and a drive to design long term resilient solutions. Team members are encouraged to think like engineers: automate relentlessly reduce manual touchpoints improve observability and continually refine how our systems run at scale.

This role offers the opportunity to deepen technical expertise across distributed data ecosystems (Hadoop Teradata Informatica) and advance monitoring and automation practices using tools like Dynatrace Splunk and AI enabled service management platforms such as ServiceNow.

As part of our culture we actively invest in the technical growth of our team. Our team enjoy opportunities for dedicated development time each week for hands on learning certification paths and technical deep dive sessions. We encourage continuous learning through available upskilling programs internal knowledge shares and knowledge sharing forums across our global APS organization.

As a senior member of the team you will lead through influencedriving operational discipline strengthening risk mitigation strategies and representing the team with senior technology and business partners. You will set the standard for structured problem solving rapid incident response and engineering excellence with a sharp focus on reducing time to market improving recovery times and accelerating delivery outcomes.

This is a great place to build a career. You will join a global team that values trust technical mastery and collaboration. We celebrate engineers who take initiative challenge the status quo and bring energy to improve our environment every day.

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

Demonstrate Operational and Technical Expertise

• Manage daily delivery including batch and business support and monitoring. Manage complex issues batch failures and production outagesdemonstrating calm control and clear decision making during high pressure events.
• Own the stability resiliency and performance of critical Sanctions applications across multiple shared platforms.
• Evaluate and strengthen operational controls ensuring the environment meets strict regulatory expectations.
• Maintain high quality hygiene across monitoring automation capacity and failover readiness.
• Maintain an audit ready every day operational posture with strong adherence to ITIL practices.
• Build domain and application SME knowledge
• Incident & Problem Management
• Lead major incident triage independently providing precise confident and accurate communication to senior stakeholders.
• Assist Problem Management to perform structured analytical root cause investigations and drive corrective actions that reduce operational risk.

Stakeholder & Partner Engagement

• Engage confidently with Senior Management business partners and cross functional technology groupsrepresenting the GFC and ERF APS team with clarity and credibility.
• Translate complex technical issues into concise risk aware narratives suitable for senior audiences.
• Build strong partnerships with Development Infrastructure SRE and governance teams to drive sustainable operational excellence.
• Demonstrate excellent written and verbal communication skills especially during incidents governance interactions and senior stakeholder updates.

Project & Delivery Ownership

• Independently lead technical projects end to endmonitoring uplift resiliency engineering automation business reporting
• Manage timelines risks dependencies and communication to ensure consistent high quality delivery.
• Coordinate Disaster Recovery and Application Recovery Certification activities ensuring readiness and compliance.

Knowledge Standards and Team Development

• Produce and maintain high quality support documentation operational playbooks runbooks and knowledge artifacts.
• Mentor junior team members by sharing expertise modeling best practices and elevating team standards.
• Lead by influence - demonstrating maturity sound judgment and a strong ownership mindset.
• Drive continuous improvement initiatives that enhance operational efficiency reliability and risk posture.

Required Qualifications:

• Experience: 10 years - This role is for a mature practitioner
• Hands-on experience with:
  • Unix/Linux
  • Oracle and Teradata databases
  • Hadoop ecosystem
  • Autosys job scheduling
  • Informatica ETL tooling
  • Monitoring platforms: Splunk and Dynatrace
• Strong understanding of ITIL processes (Incident Problem Change)
• Experience with AI including usage of CoPilot M365
• Experience with ITSM tools such as MyITSM and ServiceNow
• Coverage and Model - Coverage days and Hours : 5 days a week not necessarily Monday to Friday( Saturday to Wednesday / Sunday to Thursday)

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:

Hours Per Week: