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!

• Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
• Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
• Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.
• Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
• Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
• Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Job Description:

We are seeking a skilled and proactive Problem Management specialist to join our Application Production Support team. This role is critical in ensuring service stability and continuous improvement across complex enterprise systems. The ideal candidate will drive problem management processes end-to-end, lead post-incident reviews (post-mortems), follow up on corrective actions, coordinate across multiple teams, and ensure adherence to interna controls and regulatory requirements.

Responsibilities:

Problem Management & Root Cause Analysis

• Own the problem management lifecycle, including identification, investigation, root cause analysis (RCA), and resolution tracking.
• Point of contact for assigned incidents of higher severity (from incident retrospective calls all the way up to Management Report (MR) documentation and publishing
• Facilitate structured post-mortem reviews for high-severity incidents, ensuring detailed documentation of impact, root cause, contributing factors, and lessons learnt.
• Drive the creation and implementation of permanent fixes or preventive measures in coordination with development, infrastructure, and support teams.
• Communicate well with technical & non-technical colleagues
• Work to a high standard with agreed timescales
• Able to demonstrate authority in the RCA calls while coordinating with other stakeholders & solve the discrepancy in blameless ways

Regulatory & Audit Compliance

• Ensure all problem records related to regulatory-impacting incidents are properly tracked and reported,
• Support timely completion of regulatory post-incident report and provide high-quality input to external and internal stakeholders, including risk and compliance teams.
• Track and ensure closure of all problem related remediation actions with documented evidence, in line with audit requirements.

Cross-Functional Coordination

• Act as a central point of contact for problem-related topics across Application Support, Development, Infrastructure and Risk functions.
• Champion and drive systemic improvements by influencing across siloed teams and escalating blockers when necessary.
• Drive continuous service improvement initiatives by identifying recurring issues, systemic risk and operational inefficiencies.

Governance & Reporting

• Ensure problem management KPIs and metrics are consistently tracked, reported and improved.
• Prepare and present regular dashboards, analysis and governance packs for senior technology and business management.
• Maintain high-quality problem records in the ITSM system, ensuring they are accurate, complete and up to date.
• Perform data analysis & provide suggestion on identifying service level trend. Identify event/incident clustering for improvements.

Required Skills:

• 8-12 years of experience in IT Operations, Application Support, or Problem Management in a complex enterprise environment.
• Familiarity with ITIL Problem Management lifecycle and practices (ITIL certification preferred).
• Strong analytical and technical skills to understand complex application landscapes and failure nodes.
• Experience working with ITSM tools such as Service Now, Remedy or JIRA.
• Excellent facilitation and communication skills, able to engage senior stakeholders across Technology & Business.
• Ability in influence without authority and drive outcomes across geographically dispersed teams.
• Strong documentation and presentation skills for post-mortem reviews and executive reporting.
• Experience handling post-incident reporting for regulators is highly preferred.
• Awareness of audit and control expectations in a banking or financial services environment.

Desired Skills:

• Well versed with Root cause analysis (RCA) Techniques.
• Familiarity with ITIL v3 or ITIL 4 framework preferred.
• Trend and Pattern analysis to identify recurring incidents and patterns.
• Knowledge of Infrastructure and application Architecture.
• Change management awareness to access the impact of change on services.
• Experienced in generating problem metrics.
• Ability to dissect complex problems, work through technical logs, monitoring tools, and alerts.
• Clear and concise communication to technical and non-technical stakeholders.
• Good at stakeholder management, provide regular updates and post-mortems.
• Well versed with problem record creation and data quality maintenance.
• Proactive mindset and attention to details.
• Taking ownership of problems from detection to closure.