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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

JOB DESCRIPTION:

The Production Services Specialist will provide frontline Incident management support for Bank of America’s Regional Banking Applications in APAC. This role is the key focal point for the customer/client /associate experience and owns speedy and satisfactory conclusion restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause follow-up. Apart from that, the role will work with business/internal stakeholder to provide input for incident reporting.

REQUIRED SKILLS:

• Bachelor’s degree (prefer IT/CS specialization) with min. 8+ years of relevant Experience of performing roles in Incident Management
• ITIL V3 Foundation Certification
• IT Support Background
• Service Support experience
• Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
• Experience in developing documentation materials for processes.
• Integrates best practices with process design to ensure continuous process improvement.
• Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
• A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision.
• A disciplined thinker and capable of working across organizational boundaries in a very demanding, high output environment.
• A flexible, ‘hands-on’ ‘can do’ attitude.
• Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover.
• Lead shift operations and ensure smooth handovers.
• Working on some weekends and bank holidays as part of a 5-day week shift pattern.

DESIRED SKILLS:

• Experience of process design & process improvement tools
• Experience of SIX SIGMA / DMAIC phases
• Experience of working in a large enterprise IT organization
• Experience in the financial sector
• Knowledge of software development methodologies
• Exposure to Risk management standards and practices
• Project management training/certification desired

• Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization.
• Prior Triaging, Banking and payments related experience supporting multiple regions is a must.
• Role is to support payments application related to regional (APAC/EMEA/AMRS) or global business.
• The roles involve in managing End to End Triages with various business partners (Tech & Business) to recover the services on a timely basis. This may require the individual to do out of box thinking and go the extra mile to recover the issues in timely manner.
• Provide Periodic comms at the various stages of the triage to Senior Tech./Business Execs on a timely basis.
• Work collaboratively with other areas of the organization to continuously improve the management of IT Incidents and Problems
• Manage Problem investigations through to conclusion, ensuring that root cause is identified, documented, and resolved.
• Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization.
• Communicate effectively with management and stakeholder on the status and remediation of incidents.
• Manage known errors and ensure that operational workarounds are fully documented.
• Act as a Subject Matter Expert in Incident Management
• Close liaison with other corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics.
• Establish and implement effective analytical practices to provide critical MI and reports on operational performance.
• Production and publication of critical management information
• Drive change success-rates and ensure improving trend in change impact.
• Work to define, document, and implement operational standards, policies, and service levels.
• Participate in meetings with Senior Management and provide appropriate input and feedback.
• Record and update Risks and Issues in line with internal banking standards
• The successful candidate will need to come up to speed on several existing systems and processes quickly and to be able to identify gaps between their output and business requirements.
• Proactively track and report on activities and actions to ensure that work is prioritized, and any conflicts are forecasted.
• Increase personal knowledge and understanding of the technical and functional aspects of supported applications and processes by reviewing, creating, and maintaining documentation; performing related tasks; and interacting with peers and internal customers.