Bank of America is one of the world's leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.
We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.
Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.
Global Wholesale Banking Technology group (GWBT) provides end-to-end technology solutions for Global Banking businesses including Treasury, Trade Finance, Credit, Payments and Transaction Banking. In addition, GWBT also provides technology solutions across several horizontal functions including Sales, CRM, Electronic Trading, Trade Work Flow, Pricing, and Market Risk, Middle office, Collateral Management, Credit Risk, Post-trade confirmation, Settlement and Client services for Trading, Capital Markets, and Wealth Management businesses.
GWBT is engaged in applications and across the complete spectrum of Application Development and Production Support. GWBT's type of work and services include architecture, design, development, change management, implementation and support using a wide range of technologies. GWBT India team is doing extensive work in several regulatory, strategic and initiatives programs.
The individual is responsible for management of incidents in conjunction with multiple IT teams to ensure that all incidents are managed to speedy and satisfactory conclusion with minimal business impact.
Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements and the needs of the organization
Prior Triaging, Banking and payments related experience supporting multiple regions is a must.
Role is to support payments application related to regional (APAC/EMEA/AMRS) or global business
The roles involve in managing End to End Triages with various business partners (Tech & Business) to recover the services on a timely basis. This may require the individual to do out of box thinking and go the extra mile to recover the issues in timely manner.
Provide Periodic comms at the various stages of the triage to Senior Tech./Business Execs on a timely basis.
Work collaboratively with other areas of the organization to continuously improve the management of IT Incidents and Problems
Manage Problem investigations through to conclusion, ensuring that root cause is identified, documented and resolved.
Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements and the needs of the organization.
Communicate effectively with management and stakeholder on the status and remediation of incidents
Manage known errors and ensure that operational workarounds are fully documented
Act as a Subject Matter Expert in Incident Management
Close liaison with other corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics
Establish and implement effective analytical practices to provide critical MI and reports on operational performance
Production and publication of critical management information
Drive change success-rates and ensure improving trend in change impact
Work to define, document and implement operational standards, policies and service levels
Participate in meetings with Senior Management and provide appropriate input and feedback
Record and update Risks and Issues in line with internal banking standards
The successful candidate will need to come up to speed on a number of existing systems and processes quickly and to be able to identify gaps between their output and business requirements
Proactively track and report on activities and actions to ensure that work is prioritized and any conflicts are forecasted
Increase personal knowledge and understanding of the technical and functional aspects of supported applications and processes by reviewing, creating, and maintaining documentation performing related tasks and interacting with peers and internal customers
Education: B.E. / B. Tech/M.E. /M. Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)
Certifications, If Any: Project management training/certification e.g. Prince 2, PMI (Not Mandatory)
Experience Range: 6 - 10 years
Experience of performing roles in Incident Management
ITIL V3 Foundation Certification
IT Support Background
Service Support experience
Experience in developing documentation materials for processes
Integrates best practices with process design to ensure continuous process improvement.
Excellent communication skills both verbal and written must be able to appropriately convey ideas, concerns and opinions across differing levels of management
Must be pro-active, enthusiastic, flexible, results driven with attention to detail
A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision
A disciplined thinker and capable of working across organizational boundaries in a very demanding, high-output environment
A flexible, 'hands-on' 'can do' attitude
Experience of process design & process improvement tools
Experience of SIX SIGMA / DMAIC phases
Experience of working in a large enterprise IT organization
Experience in the financial sector
Knowledge of software development methodologies
Exposure to Risk management standards and practices
Work Timings: Shift (06:30 IST to 21:30 IST)
Job Location: Chennai, Mumbai, Gurugram and GIFT City