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!
Job Description:
The Futures & Options (F&O) team is responsible for providing client-facing and server-side support to F&O applications used by F&O line of business in the region. We are looking for a team member to join the current MAPS F&O Front Office Support team in Singapore. The MAPS Support Member works in close collaboration with the Infrastructure Support, Application Developers, Offshore Core support resources and Application Managers.
This is a high-profile role working in an ever-changing environment and demands an individual with flexibility, acumen and the ability to assimilate lots of information quickly, with focus on Incident and Problem Management.
This is a critical role requiring a highly motivated and dedicated staff who can provide procedural and technical support within the Support team to F&O business. The role provides an opportunity within a Desk facing team to gain a strong understanding of several business products and technology areas. The depth and breadth of the support offered by this team makes it an excellent environment in which to learn or to train others.
The successful candidate has the chance to enhance capabilities of the MAPS support team and provide a leading example within the team and take delivery to the Business to the next level. As a Support Team member, the candidate will have the responsibility of making sure that all calls are logged, updated and followed up to resolution in a timely manner. Monitoring and Technical document updates would also be considered part of BAU for this role, thus ensuring consistency across the applications and business lines supported.
Responsibilities:
- Support global Futures & Options electronic trading platforms during Asia hours, ensuring stable global market operations.
- Provide production support for front-office trading systems, including client connectivity, order management, DMA, algo trading, HFT, exchange connectivity, and co-location flows.
- Perform start-of-day checks, health checks, monitoring, and market readiness activities as part of shift coverage.
- Monitor production systems, identify issues early, manage incidents/outages, and minimise business impact.
- Diagnose, escalate, resolve, and communicate production issues, including stakeholder updates and post-incident follow-up.
- Work with traders, sales, operations, developers, infrastructure, and regional/global support teams to resolve issues.
- Support weekend releases, testing, exchange checkouts, disaster recovery, and other critical events as required.
- Coordinate application releases, configuration changes, system rollouts, and production updates.
- Investigate production problems, support RCA, identify permanent fixes, and improve stability, resilience, observability, automation, and risk reduction.
- Maintain support documentation and standards, including runbooks, procedures, escalation paths, checklists, knowledge articles, and professional front-office engagement.
- 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, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
- Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
- Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
- Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
- Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
- Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers
Required Skills:
- 10+ years’ experience in application production support, preferably within financial services, capital markets, or electronic trading.
- Strong experience supporting front-office trading systems and business users, with the ability to manage business-critical issues under pressure in a trading environment.
- Strong Unix/Linux knowledge and production troubleshooting skills.
- Scripting or automation experience using shell, Python, Perl, or similar languages.
Desired Skills:
- Working knowledge of FIX protocol, including session management, order flow, and trade lifecycle troubleshooting.
- Good understanding of Futures & Options trading, electronic trading workflows, order lifecycle, client connectivity, exchange connectivity, and market data.
- Experience with Direct Market Access, algorithmic trading, high-frequency trading, low-latency trading, or co-location trading flows.
- Experience with messaging middleware such as MQ, EMS, RV, AMPS, or similar technologies.
- Good understanding of networks, Oracle/database technologies, system monitoring, and production infrastructure.
- Knowledge of APAC Futures & Options markets such as OSE, HKFE, SFE, SGX, KRX/KFE, or similar regional exchanges.
- Degree in engineering, computer science, science, information technology, or a related discipline preferred.
- Experience with monitoring, observability, and log analytics tools such as Geneos/ITRS, Dynatrace, Splunk, Grafana, Kibana, Cribl, IBM AIOps, Netcool, or similar platforms would be advantageous.
- Experience with scheduling, automation, deployment, runtime, and reporting tools such as Autosys, Ansible, Java VM tooling, Windows, Tableau, or similar technologies would be advantageous.
