Global Lead, Network Operations Processes and Procedures

at Bank of America in Chicago, Illinois, United States

Job Description

Global Lead, Network Operations Processes and Procedures

Richmond, Virginia;Chicago, Illinois; Atlanta, Georgia

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

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.

The primary mission of the NOC is to ensure stability of the Bank’s Network by detecting, preventing business impacting incidents and to restore service when disruptions do occur.

Coming from a technical and process background, the Global Lead of Network Operations Processes and Procedures will have a good understanding of network technologies and an appreciation of how they come together to serve our lines of business. You will have led an Operations function previously and enjoy the fast-paced, high stakes thrill of developing world class processes in supporting of a highly-critical infrastructure. You have a passion for bringing order, efficiency, consistency, and compliance to a complicated environment. You enjoy working on multiple streams of work with competing priorities and building relationships with line of business representatives where you can be known as a trusted partner relied upon to ensure the organization is making incremental progress towards being predictable and stable due to the maturity of its processes. You have a drive for getting things done, and are known for leaving nothing to chance – spotting unknown dependencies and proactively circumventing issues before they arise. And finally, you enjoy the challenging rigors of working in a highly regulated environment.

Responsibilities:

+ You will be part of a global team partnering with your peers in the UK, US, SGP and IN to provide unrivalled and uninterrupted network support for Bank of America globally

+ You will be reporting to the Global Head of Network Operations in AMRS, working closely with him and the Network Ops leadership team to develop global processes to drive predictability and global consistency across processes and procedures

+ You will have to work across your peer group and be comfortable matrix managing global teams in order to drive process and procedure changes to efficiently meet transformation and support targets as well as providing executive level updates to regional CTO/CIOs

+ You will be globally responsible for ensuring that Network Operations execute activities in line with Enterprise expectations. To achieve this, you will partner with Service Assurance, Process Owners, Process Managers, Product Owners, Product Cabinets, 2nd Line Risk and Senior Stakeholders

+ You will drive adoption of, and alignment to ‘Single Process Inventory’ Processes and Controls. Ensuring that there is clarity, visibility, and transparency with regards to Process adherence and performance. You will Identify any gaps where no suitable Process exists and remediate and track performance or compliance issues to conclusion, partnering with Service Assurance when necessary

+ You will own and drive the Network Operations Knowledge Management Strategy focusing on ensuring the availability of comprehensive, accurate, timely, and compliant information. The scope ranges from defining and governing the repository structure/templates, defining, and driving the federated Operating model & partnering with Tech writers to deliver playbook enhancements in support of automation and enrichment opportunities

+ Effectively communicate process opportunities and plans to senior leaders in Networks, Risk partners, APS&E and the lines of business as required

+ Driving continuous improvement of operational procedures, find opportunities for automation of manual tasks

+ 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

Skills:

+ Influence

+ Risk Management

+ Solution Design

+ Stakeholder Management

+ Analytical Thinking

+ Collaboration

+ Result Orientation

+ Solution Delivery Process

+ Agile Practices

+ Data Management

Required Qualifications:

+ Minimum 12 years of relevant experience required

+ Worked for a large enterprise or financial institution in a multi-vendor environment

+ In-depth knowledge of Event, Incident, Problem and Change Management

+ Knowledge of Technology Process frameworks & philosophies (ITIL, Agile, LEAN, DevOps)

+ ?Good knowledge of networking communication principles, network standards, and practices

+ Capability to summarize complex issues into executive summaries

+ Strong business partnership skills – Able to build broad-based business relationships across the organization and positively influence colleagues

+ Familiar with product deployments within a global banking environment

+ Willing to work some irregular hours based on the needs of global operating model and the location of clients

+ Strong analytical skills with ability to identify gaps, challenge others with positive intent, and drive debate towards identification and remediation of underlying risks

+ Knowledge of regulatory risk management in Technology and Information Security domains

+ Unhappy with laborious manual processes and procedures, always looking for opportunities to drive efficiencies

Desired Qualifications:

+ 5+ years of experience managing a team of engineers in an Operations environment

+ Experience with a breadth of