Description

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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

Job Description:
Vice President for L2 Application Production Support (Regional Banking) within the Corporate Banking domain, responsible for stability, availability, and performance of mission‑critical global banking applications. Scope of work includes production incident management, problem management, and service governance.

The hire will acts as a senior escalation point for business, technology, and regulatory stakeholders who is required to collaborate closely with regional and global application development teams and business stakeholders to ensure alignment on service stability, delivery priorities, for issue resolution; Strong technical depth, leadership maturity, proactive mindset, and operational flexibility is expected. Role operates in a 24x7 support model, including shift work, weekends, and public holidays.

This role is a senior individual contributor position with deep technical and operational ownership and does not include people management responsibilities.

Responsibilities:

• Drive identification, triage, and resolution of production incidents with minimal business disruption
• Drive Problem Management, including root cause analysis (RCA), mitigation, and permanent fix tracking
• Manage incident and problem tickets through the enterprise ITSM platform, ensuring SLA adherence
• Coordinate real‑time restoration activities, engaging development, infrastructure, and vendor teams
• Oversee capacity and performance management, proactively identifying and mitigating risks
• Utilize modern monitoring and observability tools such as Splunk, Dynatrace, and Geneos for proactive detection
• Build and enhance automation scripts, dashboards, and alerts to reduce manual effort
• Support CI/CD pipelines, including automated release and deployment processes
• Partner with Engineering teams for onboarding new services, major upgrades, and platform changes
• Ensure operational readiness for releases, deployments, and infrastructure upgrades
• Provide support for internal and external audits, including evidence preparation and remediation
• Manage regulatory expectations and communications, including incident reporting to MAS, BNM, and other regulators
• Communicate clearly with senior management and business stakeholders on application health and risks
• Maintain accurate, audit‑ready documentation and production runbooks
• Participate in rotational shift, on‑call, weekend, and public holiday support

Required Skills:

• 8-12 years of hands‑on experience in L2/L3 Application Production Support within banking or financial services
• Strong experience supporting Corporate Regional Banking applications, with a solid understanding of regional and global payment products and clearing systems, including NEFT, RTGS, SWIFT, ACH, and cross‑border payment flows
• Proven experience managing regional regulatory requirements and handling communications with regulators and senior stakeholders
• Expertise in Incident, Problem, Change, Release, and Deployment Management
• Hands‑on experience with monitoring and observability tools such as: Splunk, Dynatrace, Geneos
• Experience working with CI/CD and automated release/deployment toolsets
• Strong technical knowledge of Java / J2EE (Core Java, Web Services), integration technologies (SOAP/REST, MQ, Microservices), middleware platforms (IBM WebSphere MQ, JBoss, MuleSoft), and certificate management for secure application‑to‑application and external connectivity in banking environments
• Unix and Windows operating systems with scripting capability
• Databases (Oracle, Sybase, MS SQL Server, SQL) for production troubleshooting
• Experience handling real‑time production incidents and high‑severity outages
• Excellent written and verbal communication skills with ability to engage senior stakeholders
• Strong analytical skills with attention to detail and effective prioritization
• Self‑motivated, proactive, resilient, and able to work independently and within global teams
• Demonstrated flexibility to work shift patterns, weekends, and public holidays

Desired Skills:

• Experience supporting Payments & Settlement systems, including APAC payment rails (RTGS, real‑time, domestic payments)
• End‑to‑end exposure to Production Shared Services, including Service analytics and reporting, Application monitoring and governance, Capacity and availability management
• Strong experience driving automation and operational efficiency improvements
• Exposure to DevOps practices and closer alignment with engineering teams
• Ability to define, track, and present service stability KPIs and operational metrics
• Experience serving as a senior escalation point for complex, cross‑functional incidents
• Awareness of technology risk management and operational risk controls in a banking environment
• Experience mentoring junior team members and collaboration with offshore or regional support teams
• Recognized as a senior subject‑matter expert (SME) providing guidance and thought leadership without direct people management responsibility