Job Description:
Overview (Bank of America overview, BA Continuum India overview, Business Overview)
Bank of America is one of the world's leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.
We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.
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Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.
* BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.
Process Overview
The TI team is responsible for all Consumer and Global Wealth & Investment Management (GWIM) business aligned infrastructure and end-to-end production services. This includes direct responsibility for production support, problem and incident management, operational change, as well as service and program delivery. Also supporting vertical functions (Release, Deployment & Environment Management, Application Integration & Engineering , Application Integration & Engineering, Performance & Capacity Management, Operational Excellence) to deepen concentration stability and innovation.
Job Description
Individual software professional will get an opportunity to work with L2 Application production support for Contact Center Desktop on various technologies like .Net, Angular JS, Production Support, Java basics, Monitoring tools like Splunk, Remedy, AppDynamics, myCTO etc., The primary responsibility is to ensure application stability and availability, incident management, Release support and to drive continuous process improvements and innovation to bring down cost of IT operations.
The ideal candidate must be highly self-motivated, proactive, attention to detail, good mentor & leader with strong communication & management skills to interact with partners and Other Prod Support teams like L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.
Responsibilities
- Production application incident management
- Production problem research and issue resolution
- Sev3 problem ticket tracking and closure activities
- Review production changes, setup/update monitoring for changes
- Improve application stability and reduce noise/errors
- Release & deployment support
- Communicate with peers and supervisors routinely, document work, meetings, and decisions
Requirements
Education: B.E. / B. Tech/M.E. /M. Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)
Certifications, If Any: Not Mandatory
Experience Range: 2 to 4 years
Mandatory skills:
- experience in Database technologies, Informatica along with an exposure to Java/J2EE.
- Working knowledge on SQL / Oracle
- Production support experience in ETL (Extract, Transform & Load) jobs handling failures with data mapping.
- Hands on with Informatica in support and monitoring ETL processing and failures using Autosys
- Incident triage management and executive communication
- Hands on with Monitoring Tools like Splunk, AppDynamics, GlassBox or any related tools
- Documentation in building knowledge base articles.
Desired skills:
Leadership Skills
- Effective Communication
- Risk Management
- Business Acumen
- Focus on Customer requirements with Passion and Productivity.
- Effective Communication - Clear, Concise & Ability to articulate Problem/Solution
- Should be able to participate or conduct conference calls with tech and business users
Secondary Skills (Experience/Exposure):
- Good to have ITIL certified
- Experience in Banking Domain is preferred
Work Timings:
Weekdays: 8 AM to 5 PM or 11 AM to 8 PM (rotational shift based on on-call roaster)
Weekends: 8 AM to 5 PM (on rotation basis)
Job Location: Chennai, Hyd, GIFT, GGM, MUM