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!

Position Summary:

The Technology Operations Specialist will provide frontline support to end-users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus of triage leadership on all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the customer/client /associate experience and owns restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root cause and problem resolution follow-up.

Responsibilities:

• Lead production support triage efforts for all impacting incidents; manage bridge line troubleshooting and appropriate team engagement; engage in technical research and troubleshooting; and escalate to next level of leadership as needed.
• Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate information from junior team members; approve and communicate all impacts to appropriate leadership, communications channels and so on.
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent and ensure any necessary reconvenes are scheduled.
• Communicate clearly with all levels of management, line of business contacts, vendors and so on
• Responsible for ensuring all impacts are recorded and are documented accurately in the system of record and may provide oversight of impact records for multiple junior team members
• Participate in and drive the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage
• Responsible for the data quality and completion of incident tickets and is responsible for daily, weekly and end of month reporting of data quality
• Assess and prioritize research requests, ad hoc reports and offline incidents at the direction of the Technology Services Specialist and delegate work as needed to junior team members and peers
• Support 24 x 7 On Call responsibilities for any business impacting incident
• Understand application functionalities and application flows to backend systems
• Manage and coordinate all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change reporting
• Serve as a subject matter expert (SME) for an application(s) within your portfolio, have extensive knowledge of application functionalities and application flows to backend systems
• Identify possible production failure scenarios, vulnerabilities and opportunities for improvement and take ownership of restoral or escalation to appropriate development teams
• Promote and enforce production governance during triage/testing and fix efforts; exercise judgment to determine appropriate actions

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design

Desired Qualifications:

• 2+ years working in a production support capacity in a large enterprise environment
• Business Products & Strategy
• Financials & Resource Management
• Portfolio, Program, & Project Management
• Risk Management
• Solution Delivery Process
• User Experience Design

Shift:

1st shift (United States of America)

Hours Per Week:

40