Production Services Specialist - GBS IND

Job Description:

About US

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!

Global Business Services

Global 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 overview

Consumer 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 down time
• 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 solution. Pursue the root cause of incidents.
• Manages the problem life cycle for implementing a permanently 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

Job Description

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 restoral 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, attention to detail, 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 restoral understanding customer impacts and the customers 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 Visa, Mastercard, TCH, EWS, and Fiserv
• Propose changes and enhancement to tools to reduce manual task.
• 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)

Certifications : ITIL Foundation Certification

Experience range :5 to 8 years

Foundational skills:

• HP Non-stop Tandem, Java - J2EE, ++Base24 Classic, Splunk, SQL,

Desired Skills

• Production support experience
• Understanding on Database terminologies
• Sound working knowledge on Ms-Office and Ms-VisioEffective 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 Timings: 6:30 am to 3:30 pm and 11:30 am to 8:30 pm

Job Location: Hyderabad