Vacancy expired!
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!Production Support position requiring excellent written and verbal communication skills. Ability to prioritize deliverables and work incidents while driving teams to gain restoral. The support covers multiple applications and focuses on 24x7 incident management including troubleshooting, triage leadership (driving the incident resolution calls / Call Leader) and escalation; execution of scheduled activities and ad-hoc work requests. Responsible for managing incidents while gaining restoral in a timely manner; creating and updating triage documentation. Data Integrity and data quality efforts are vital in BMC Remedy.- Proactive process improvement efforts, ability and opportunity to innovate encouraged.
- Must be able to communicate clearly with all levels of management and "know your audience" and their expectations when doing so; provide the right context and executive summary/communications.
- Production Services is responsible for running the day to day operations of the technology platform.
- Work activities specific to Production Services roles include Problem/Incident Management, Production Governance, Triage, Associate Support, etc.
- The Production Services identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.
- Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.
- Takes ownership of escalations and perform troubleshooting, analysis, research and resolution using advanced query and programming skills.
- Performs analytical, technical, and administrative work in supporting new and existing equipment and software under moderate supervision.
- Fully competent to work under general direction on complex projects usually on specific assigned problems. Interprets, evaluates and resolves issues pertaining to the functional operation of technology products.
- Awareness of business or function for which technical support is needed, retrieve business data, application metrics and volume trends for business reporting.
- Typically has 5 - 8 years of experience in IT or equivalent.
- Experience in a Production Support environment
- Candidate will be primarily responsible for leading incident management and technical triage of issues impacting online services in the Customer Facing Platforms & Technologies Digital Space.
- The candidate will lead a team of technical SMEs in the effort to restore services to affected applications in this space.
- They will lead the triage, drive toward restoral ASAP, ensure prompt and accurate documentation is sent, and assess the impact to the customer.
- Ability to work under pressure
- Excellent verbal and written communication skills
- Ability to Prioritize deliverables
- Ability to work independently or as ateam Player
- Ability to read log files - Using Splunk
- Ability to write simple queries
- Flexible schedule required, some nights, weekends and holidays
- BMC Remedy
- Problem Solving
- Analytical skills
- Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
- Excels in working among diverse viewpoints to determine the best path forward
- Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner
- Commitment to challenging the status quo and promoting positive change
- Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
- Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
Vacancy expired!