Incident Management Lead
$73,600–$143,800 year
On-siteCharlotte, North Carolina, United States or Chandler, Arizona, United States
Job Summary
Lead production support triage efforts for low to moderate impacting incidents across multiple applications, manage bridge line troubleshooting, and escalate issues to leadership as needed. Interpret monitors, dashboards, and logs to identify business impact, validate incidents, and communicate status updates to leadership and communications channels. Ensure compliance with Incident Management and Problem Management policies, document application flows and outage impacts, and maintain up-to-date wikis for triage support. Serve as a focal point for the customer experience, restore impacts regardless of root cause, and oversee incident data quality and root cause resolution follow-ups. Manage ad hoc reports and offline incidents, identify production failure scenarios, and enforce production governance during triage.
Required Qualifications
- 5+ years' experience in a Production Support environment or Incident Management
- Able to provide critical thinking and diagnostic skills
- SQL Query exposure
- Able to multitask in a fast-paced environment
- Able to handle multiple concurrent tasks
- Ability to Prioritize deliverables
- Networking basics / fundamentals
- Shift: 1st shift (United States of America)
- Hours Per Week: 40
- Location: US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)
Desired Qualifications
- Experienced with Information Security technologies
- Excellent verbal and written communication skills
- Experience in a Production Support environment
- Experience with Splunk, Dynatrace, AppDynamics and other monitoring tools
- MS Office Suite
- Analytical skills
- Ability to lead and manage a production triage call
- Problem Solving Analytical skills
- Adaptability
- Analytical Thinking
- Influence
- Production Support Risk Management
- Automation
- Collaboration
- Innovative Thinking
- Result Orientation
- Solution Design
- Business Acumen
- DevOps Practices
- Project Management
- Solution Delivery
- Process
- Stakeholder Management
- Shift
- Hours Per Week
- Pay Transparency details
- Pay and benefits information
- Pay range
- annualized salary
- offers to be determined based on experience, education and skill set
- Discretionary incentive eligible
- annual discretionary award
- overall individual performance results and behaviors
- performance and contributions of their line of business and/or group
- overall success of the Company
- annual discretionary plan
- workforce reduction
- realignment
- similar measure
- resume writing
- interviewing tips
- responsibilities
- qualifications
- skills
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- accomplishments
- skills required
- highlight
- interviewer
- success factors
- job description
- skills, abilities, knowledge, interests, traits, values and accomplishments
- Prepare Answers
- Prepare Questions
- Interviewing
- thoughtful questions
- vacation time
- breaks
- Practice
- great responses
- mirror
- relaxed
- at ease
- Follow-up
- follow-up letter
- interviewer
- competitive advantage
- careers.bankofamerica.com
- en-us
- pay-transparency
- privacy-notice
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