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!
Position Summary:
This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include documenting or modifying knowledge, performing investigations, identifying incidents, mitigating impacts and engaging in triages, and working with technology teams to identify and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.
Responsibilities:
- Monitors and supports application components and infrastructure critical to the business, such as relevant technologies and dashboards, responds to alerts regarding production incidents, and resolves issues prior to customer service interruption
- Fulfills requests from users, operations, auditors, and regulators within service level agreements and drives operational excellence through process improvement and monitoring development efforts related to supported technologies
- Onboards monitoring tools and applications in access system(s) of record to research potential production incidents, meet user requirements and service changes, and identify and implement automation opportunities in partnership with architects and engineers
- Communicates status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetings
- Performs environment routing and cycling, implements splash pages, and liaises with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP)
- Manages aged revocation monitoring to identify and fix defects in applications and systems of record
- Prepares technical documentation and develops procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations
- Use of monitoring tools to proactively identify and research potential production incidents
- Respond to alerts regarding potential production incidents.
- Escalate to advanced support as needed for problem resolution.
- Perform trending and analysis using monitoring tools and reports in order to proactively identify and address potential issues prior to production impact.
- Perform all environment routing, cycling, and implementation of splash pages.
- Partner with Change Operations to support all Change implementations and proactively identify potential issues resulting from the changes.
- Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
- Develop procedures for trouble shooting and possible resolution of issues.
- Execute procedures reliably and escalate appropriately to solve incidents quickly.
- Event Incident Management (EIM) is responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to the Bank of America Customer Facing Platform Technology (CFPT) CTO. This includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer.
Required Qualifications:
- Proven team player who can work comfortably in a multicultural environment.
- Proven ability to work independently, multitask and effectively work in a complex environment with a global team structure
- Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
- Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
- Knowledge of Splunk, Dynatrace, Sitescope, Tivoli Netcool/WebGUI
- Experience with Java Virtual Machine, Windows,
- Experience in a large IT production support environment
- Basic understanding/exposure to ITIL/ITSM.
- Ability to work in non-contiguous shifts including the potential for weekend days.
- Proficient to work independently on the most complex projects, and often on multiple phases.
- 3 years' experience in IT production support or equivalent.
Desired Qualifications:
- ITIL Foundation/Intermediary certification
- Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management
Skills:
- Adaptability
- Analytical Thinking
- Influence
- Production Support
- Risk Management
- Automation
- Collaboration
- Result Orientation
- Solution Delivery Process
- Solution Design
- Business Acumen
- DevOps Practices
- Innovative Thinking
- Project Management
- Stakeholder Management
Shift:
1st shift (United States of America)
Hours Per Week:
40
Pay Transparency details
US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)
Pay and benefits information
Pay range
$88,900.00 - $143,300.00 annualized salary, offers to be determined based on experience, education and skill set.
Discretionary incentive eligible
This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
Benefits
This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
