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:

Seeking a highly skilled L3 Technical Hands-on Operations Lead - Microsoft Teams and Intune with operational and governance leadership responsibility for managing day-to-day technical operations. Own & drive the Operational stability, Optimizing Performance and Improving User experience Real time collaboration platforms (MS TEAMS, IN Tune) across the APAC region working with our regional and global partners, Senior Tech Leaders and Business.

Responsibilities:

• Technical Operational lead and govern Microsoft Teams, Intune, M365 collaboration services and Collaboration, ensuring a stable platform and consistent, high‑quality user experience for the business
• Act as L3 escalation point for critical and urgent incidents and problem records that require immediate technical intervention and coordination
• Escalation of critical/urgent incidents and problem records that require immediate attention and actions.
• Compliance to (ITIL-aligned) standard practices.
• Change Management/MRA2 Champion
• Incident Management and Problem Management Process Manager
• Problem Management
• Operational Improvements
• Drive automation, process optimization, implement process controls, shift-left to reduce manual effort and improve service delivery.

Required Skills:

• 12+ years of hands‑on enterprise IT operations experience in unified communications and collaboration platforms
• L3 ownership for Microsoft Teams, Azure AD (Entra ID), Intune, Exchange Online, M365
• Expert in Teams admin center, policies, meetings, calling, presence, federation, client troubleshooting
• Strong Intune / Endpoint Manager experience (Windows Autopilot, iOS/Android enrollment, compliance, config profiles)
• Advanced troubleshooting of MFA, Conditional Access, identity, authentication and access issues
• Hands‑on PowerShell automation for Teams, Intune, Azure AD, and M365 operations
• Proven leadership in major incidents, RCA, change governance, and service stability
• Extensive vendor engagement with Microsoft Support, Cisco TAC, carriers, and global operations teams
• Strong command of ITIL-Based Incident, Change and Problem management.
• Excellent Communication skills - interacting with global partners, stakeholders, and senior executives.
• Ability to lead under pressure, drive decision during live incidents and communication status clearly.

Desired Skills:

• L3 operations expertise in Cisco CUCM, Unity Connection, IM & Presence, CUBE, SIP trunks
• Experienced from BFSI industry and working with regional / global mix.
• Familiarity with automation scripting / AI tools and Machine learning technologies.
• Comfortable with follow-the-sun support models
• Strong PowerShell for M365/Teams/Exchange/SPLUNK tasks
• Strong Communication skillset
• Self-starter, improvement-oriented, with a strong focus on operational excellence and proactive issue resolution.
• Track record of building or maturing collaboration / voice operations team