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.
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Job Description:
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.
Business Description:
The suite of applications we support cover many different functional aspects of the business, including pricing and trade capture, risk generation and aggregation, market and reference data. The role will give the successful candidate exposure to the full front-to-back process from trade inception to feeding risk downstream. This is also an opportunity to work in a global team.
Responsibilities:
The key responsibilities / deliverables are as follows (but not limited to):
- First point of contact for end business users in Rates
- Ownership and delivery of on-boarding support of or processes into the MAPS organization
- Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts
- Monitoring and alerting of critical trading system environments
- Troubleshooting of complex systems issues
- Proactive identification and resolution of problem hotspots
- Development of tools and driving efficiency/stability improvements
- Accurate tracking of support effort to enable effective management reporting
- Release implementation and enforcement of change management policy
- Major Incident management and Problem Management
Required Qualifications:
- Incident Management, Problem
- Management, Service
- Request Management
- Adaptability
- Influence
- Production Support
- Risk Management
- Collaboration
- Innovative Thinking
- Analytical Thinking
- Result Orientation
- Business Acumen
- Project Management
- Solution Delivery Process
- Stakeholder Management
Shift:
1st shift (United States of America)
Hours Per Week:
40
Pay Transparency details
US - NY - New York - ONE BRYANT PARK - BANK OF AMERICA TOWER (NY1100)
Pay and benefits information
Pay range
$77,200.00 - $134,500.00 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.