Vice President, Global Markets Application Production Services, Application Production Support and Engineering

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 Markets Application Production Services (MAPS) group is a global group responsible for the management of production systems across Global Markets Technology. The group works closely with the business and provides application support. The group closely interacts with the development and infrastructure teams to manage all changes to the production environment. MAPS has a strong focus on operational excellence and process improvement. Bank of America Merrill Lynch is looking to hire an experienced Application Support Analyst to join our Global Markets Post Trade Technology and Operations support - Markets Application Production Services Team.

You will join a regional team based in several locations whose primary focus will be on providing front line support for Equity, Derivatives, Clearing, and Settlement Applications related to Global Markets Operations & Middle Office. This is an excellent opportunity to join a well-established team; supporting distributed platforms and Oracle based applications while partnering with our development team to rollout support for state-of-the-art, real-time, high availability systems developed with cutting edge technologies.

Responsibilities:

• Deliver application support for in-house applications and vendor products used by Global Markets Operations teams in India and region
• Triage and Manage production Incidents to restore service as swiftly as possible. Manage clear and crisp incident communications to a variety of stakeholders
• Adhere and oversee adherence to the enterprise defined standard operating procedures
• Diagnose and resolve complex issues involving root cause analysis and end to end coordination and support of the problem resolution process
• Ensure the documentation of problem resolution processes and procedures is maintained to the highest quality and accuracy
• Ability to correlate events across multiple systems to proactively surface and resolve deep, underlying issues
• The candidate will be required to look across the entire production environment to aid continuous improvement with the state and supportability of production systems including rotational weekend support and rotational business events support outside of business hours
• Build and maintain relationships with business users and other stakeholders. Work closely with development and infrastructure teams to ensure that issues and defects are reported and actioned to meet business requirements and timelines
• Learn, expand, and incorporate application support requirements across global operations teams while building APAC presence with teams across Singapore, Australia, Japan, and India
• Work closely with other MAPS team members across the Asia Pacific region and globally to ensure consistency in service stands and delivery

• Education at degree level in engineering or science discipline
• 10+ years of strong application support experience in banking/finance industry, especially Markets
• Desirable to have hands-on work experience at functional or shift lead capacity with excellent understanding of ITIL concepts around Incident, Problem and Change management
• Willing and able to lead Incidents as they occur. Flexible approach to adapt considering shifting priorities or changing conditions
• Good Knowledge of infrastructure systems, platforms, databases & middleware
• Troubleshooting and analyzing logs using Linux command line interfaces, Splunk, Kibana and other monitoring or log aggregation systems / tools is a must. Advanced Excel knowledge
• Excellent verbal and written communication skills and able to influence, facilitate, and collaborate
• Strong analytical, problem solving and troubleshooting skills to be able to thrive in a time sensitive and complex production environment
• Creative and innovative, able to find solutions for continuous improvement, and operational excellence
• Collaborative team player who can work independently where needed. Comfortable in a multicultural environment across a multi-region production support landscape
• Ability and experience in leading a matrix functional team would be an advantage
• Stakeholder management experience and the ability to build relationships and form partnership with the users when dealing with production issues and providing the support service to the user base
• Good understanding of capacity management and assessment
• Knowledge of Post-Trade Lifecycle, Trade Processing, Clearing, Matching and Settlement is desirable
• Customer focus / Client service orientation: An underlying desire to service clients and a motivation to ensure that business needs are met

• OS (Windows/Linux, virtual compute) based infrastructure
• Database Technologies - Oracle, PL/SQL, SQL Server
• Scripting Languages -Shell, Bash, Python
• Monitoring Technology - ITRS Genos / Splunk / Dynatrace etc.
• Pub/Sub messaging - IBM MQ, Kafka, Tibco EMS, Distributed Event Processing, AMPS
• Ansible and Autosys scheduling