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.
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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*
With over 15000+ Automated Teller Machines (ATMs) in the US, Bank of America (BAC) has the largest ATM Network in US. ATM Production support make sure all ATMs are available 24/7, have highest availability to meet our external and internal costumers' requirement.
Global Business Services team complements with domestic team support, from India we provide 16X7 technical and operational support to ATM channels.
Job Description
Individual will be responsible to provide technical and operational support to ATM channel, with responsibilities towards ATM remote diagnostic and support to ATM Technicians, ATM Level Software Configuration, Business Reporting, Liaison with Vendors, Incident Management, Activities related to Bank branding issues at ATMs, ATM Interfacing Applications / Network Support and ATM technicians Escalation calls within stringent timelines.
Responsibilities
- Able to manage shifts of 4/6 associates/vendor partners in a shift.
- Handle and Develop training plans for team with changes in standard operating procedure.
- Handle ATM Technician Calls and ATM Fault Tickets.
- Support ATM Software Configuration related Activities.
- Business Reporting through Manual / Automated process.
- Liaise with Vendors on open tickets.
- Dashboard Monitoring.
- Incident Reporting and Management.
- Reported Bank branding issues.
- Tracking, Monitoring and Status Reporting of production issues.
- Ability to understand and follow the incident management process.
- Basic knowledge about information security - end device physical security.
- Knowledge about emerging technologies within Information Technology
Requirements
Education: B.E. / B. Tech/M.E. /M. Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)
Certifications, If Any: ITIL, Agile
Experience Range: 5-8 Years
Foundational skills:
- Experience in Network concepts (Clear Understanding on IP Address, Network Mask, Subnet, Class, Networking Infra - Switches and Routers with SD-WAN)
- Advance Communication skills with telephonic etiquette (Require long hours of headset uses)
- Basic Unix, SQL and Splunk
- Advance level of Proficiency in MS-Excel (Functions, Shortcut Keys, and advance formatting)
- Prior experience in working as a technical lead for a team of atleast 5 members
Desired skills:
- Ticketing Systems
- Computer Hardware and Network Devices
- ATM and ATM Network Architecture and their components
Work Timings:
Rotational shifts including Weekends (06:30 - 22:30 HRS IST), Night shift during Major US Holidays and business Continuity Situations. Holiday restrictions during Major US holidays (Thanksgiving and Christmas)
Job Location: GIFT Only