Application Support Manager - Rates Technology

  • Competitive
  • New York, NY, USA New York NY US
  • Permanent, Full time
  • Bank of America Corporation
  • 20 Mar 18 2018-03-20

Application Support Manager - Rates Technology

Job Description:

This position is for an Application Support Manager to lead a team of 10-15 people to support the Americas FICC Rates organization. As a sub-division of MAPS (Markets Application Production Services), the team provides technical application support to FO, MO and tech users. Level 1 'Business-facing' support is provided out of our primary business centers (London, New York, Tokyo) and level 2 'Core' support is provided out of Chicago and India. Both desk-facing and core support teams employ a "follow the sun" coverage model aimed at providing the maximum degree of system availability and timely response for our business partners.


  • At least 5 years of experience leading and managing support teams of 10 people or more.
  • Product knowledge within Fixed Income, Currencies, Commodities, Credit and understanding of Risk concepts and delivery.
  • Commitment to following ITIL processes such as Incident, Service Request, Major Incident, Problem and Change Management.
  • Metrics Driven and utilizes them to improve the overall performance of the team by improving processes and procedures.
  • Experience on-boarding new applications or establishing new support processes. Prior experience building support teams from scratch is a plus.
  • Seeks to optimize performance by finding efficiencies through automating processes and building tools to simplify daily tasks.
  • Understanding of SDLC processes and object orientated programming languages.
  • Well-rounded background of infrastructure and application technologies.
  • Innovative thinker and the ability to solve problems quickly.
  • Strong communication skills, with a global team - both written and oral.

Enterprise Job Description
Translates business strategy into work programs and processes. Directs lower-level managers or team leaders or directly manages a specialty function. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as a single point of contact and the escalation point between the client/business area and internal management for the resolution of unresolved problems, complaints and complex service requests. Provides the client areas with technology products and service alternatives that improve the support delivery process. Employees in this job code must manage people. This job code is only to be used for Employees supporting Global Markets.

1st shift (United States of America)

Hours Per Week: