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!

This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

This team provides 365x24x7 support for customer, security, technology, platform, and application centric incidents for the ATM environment. The individual should function well under pressure and be skilled at providing managerial non-technical summaries to senior managers and line of business partners. This team member required to work evening shift, weekend (Saturday and Sunday), and Holidays to support oncall coverage.

Responsibilities:

• Position requires the oversight and management of day to day production platform support operations for the ATM Channel
• This includes change coordination and oncall responsibilities for the AIT's supported as well as daily triage and platform support
• Be able to perform analysis on production issues
• Ability to understand & follow the incident management process
• Tracking, Monitoring and Status Reporting of activities
• Ensure processes are followed at all stages and Understand stakeholder’s expectations and objectives
• Self-motivated and quick-learner team player who can take the full ownership to support
• Participate/host calls independently with business and vendors team
• Should be able to understand the problem and recommend solutions by following SLAs
• Suggest process improvements to achieve or exceed desired quality
• Understanding of different ATM components
• Ready to work in rotating oncall shifts including weekend
• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
• Ensures all impacts are accurately recorded and documented in the system of record, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
• Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
• Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
• Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed
• Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
• Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams

Required Qualifications:

2+ years experience:

• Familiar with basic Network Concepts and Topology
• Familiar with usage of monitoring tools dashboard
• Knowledge in ticketing system (Remedy, JIRA and ServiceNow)
• Strong reporting and documentation skills
• Open Shift Knowledge
• Autosys Knowledge
• Database Knowledge
• Splunk Knowledge
• JIRA Knowledge
• Ability to understand technical documentation and basic system & application flows
• Ability to lead and perform under pressure
• Drive to learn and grow in the Production Support organization
• Effective Communication skills across all levels (verbal and written)
• Ability to effectively lead triage Bridge Lines
• Ability to trouble shoot issues to identify root cause
• Ability analyze application or server logs
• JAVA Knowledge
• Ability to build SQL Queries

Desired Qualifications:

• Ability to build complex Splunk queries
• BladeLogic
• DynaTrace
• Tandem
• EPH/Base24
• AppViewX
• ATM Software Knowledge
• ATM Hardware Knowledge
• Familiar with Analyzing ATM Logs or equivalent
• Familiar with opening JIRA's and Remedy tickets
• Critical thinker
• Familiar with building W SQL queries in Teradata
• Ability to build solid process & monitoring requirements

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management

Shift:

2nd shift (United States of America)

Hours Per Week:

40