Location: Chennai, India
About UsAt 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. Were 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!
Global Business ServicesGlobal Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.
Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence, and innovation.
In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.
Process OverviewConsumer Small Business Wealth Technology Platform Supports Real Time Transfers (RTP), Zelle, ATM, POS, etc.
Platform Support through Incident Management process driving towards Customer Impact mitigation, enabling great customer experience by reducing the application downtime. Responsible for production support, problem and incident management, operational change, and infrastructure delivery, refresh, and upgrades. Manages the lifecycle of incidents through initial identification to mitigating customer impact, restoring environments to BAU status, and driving for permanent solutions. Pursue the root cause of incidents. Manages the problem life cycle for implementing a permanent solution. Identify, facilitate, and manage the actions to correct the known error. Instituted Proactive Problem Management process to identify and resolve issues prior to service disruption.Responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting, and timely escalation. Responsible for understanding customer impact, customer experience while leading production triage calls to restoration for incidents of all priority and impact levels. We use various monitoring and reporting tools to ensure the stability of our environment raising awareness when risk is identified.
The ideal candidate must be highly self-motivated, proactive, have attention to detail, and possess good documentation & communication skills to interact with partners like VISA, MasterCard, EWS, TCH, etc. Other Prod Support teams like CCO, L1, L2, L3, Application, and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.
The ideal candidate will excel in triaging and resolving production issues, incident management, create complex reporting, and ensuring stability for applications such as Zelle, Bill Pay, Real-Time Payments, Digital Wallet, and Base24 (Tandem XPNET).
Responsibilities Proficient in incident management, root cause analysis, and problem resolution. Ability to lead and drive production triage calls to restoration understanding customer impacts and the customer experience. Strong verbal and written communication skills with an ability to articulate impacts to key stakeholders. Partner with Application team, CCO, Level 3 support teams to resolve the issue. Familiarity with several ticketing systems such as Remedy and ServiceNow. Create and maintain detailed documentation of processes to improve team efficiency. Ability to collaborate with external vendors, such as Visa, Mastercard, TCH, EWS, and Fiserv. Propose changes and enhancements to tools to reduce manual tasks. Support the deployment of application updates, patches, and changes. Shift flexibility requiring weekend coverage. Good understanding of Agile process/kanban, working experience in agile tools like JIRA is preferable. Exposure to cloud technologies. Advanced knowledge with Excel and PowerPoint designing custom reports. AI predictive analytics for strategic decision-making processes. Experience in Resiliency Testing. Consumer Banking domain experience. Requirements Educational Qualifications: B.E./B Tech / M.E./M Tech / M.C.A [with B.Sc., B Com, BBM]/M.Sc. (Computer Science, IT, S/W, Mathematics, Electronics, Physics, Statistics) Experience: 3 Years Certifications: ITIL Foundation Certification Foundational Skills Platform/Application Support in Banking Domain HP Non-stop Tandem Base24 Classic Splunk SQL Basic Networking Java, Microservice Desired Skills Basic level Unix Understanding of Database terminologies Production support experience Sound working knowledge of MS-Office and MS-Visio Effective Communication Clear, Concise & Ability to articulate Problem/Solution Should be able to participate or conduct conference calls with tech and business users Good documentation skills Required to close the tickets and/or send updates/reports to various stakeholders Organizational and Multi-tasking skills Work Timings06:30 am to 3:30 pm and 11:30 am to 8:30 pm
Job LocationChennai
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