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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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
The Incident and Change Management function is responsible for identifying, mitigating/resolving and managing risk and impacts from change, technology and non-technology events and ensures the integrity and stability of service delivery channels through strict adherence and enforcement of incident and change management principles, thereby minimizing the overall impact to our customers and associates.
Job Description
The individual needs to work as an Incident manager for Incident and Continuity Management line of business which is engaged in providing contingency management services to its supported LoBs. From an incident management point of view, the primary job requirement is to identify and mitigate impacts and risks for our customers as well as associates arising out of technology and non-technology related events. As a change manager the individual will be acting as a voting member of multiple Change Advisory Boards (CAB) where planned or expedited technology & facility changes are presented for approval. Role of an ICM consultant is to review all change requests concerning our supported LoBs from an impact perspective and accordingly approve/reject the request.
Responsibilities
- Resource will be responsible for real time incident & change management for all technology and non-technology incidents impacting the production environment
- Escalate issues impacting multiple users that cannot be easily resolved to technology teams, including creating incident tickets, opening bridge lines, paging support teams, and kicking off triage efforts.
- Engage in the triage efforts for impacting issues and drive technology teams to provide restoral as quickly as possible.
- Act as the liaison between contact centers and technology, provided key information about incidents to technology teams to assist with triage as well as providing direction to the business (contact centers) about estimated restoral times and actions that should be taken to minimize impact during the triage.
- Represent the supported businesses in a CAB (Change Advisory Board) meeting to ensure that planned events do not disrupt or adversely impact their operational stability.
- Continually assess the severity of an incident with respect to the impacts caused by it and regularly communicate the same to all stakeholders.
- Monitor, identify, track, report and mitigate impacts (wherever possible) and risks arising from an incident or a change
- Demonstrates business and/or technical acumen to recommend and implement solutions that protect the bank's assets.
Requirements
- Education
- Graduates / Post-graduates with good track record/academic scores
Certifications if any-
- ITIL V4 foundations, ITIL Intermediate - Service Operations, Business Continuity Planning and Crisis Management, COBIT 5, Industry certification like CCNA, BCP, MCP etc will be highly regarded.
Experience Range
- 8-10 years
Foundational skills
- Hands on experience in incident/problem management
- Excellent communication skills, both written and verbal, is a non-negotiable requirement
- In depth knowledge of the ITSM processes
Desired skills
- Familiarity with ITIL/ITSM methodologies
- Proficient with Remedy, Microsoft Access, SharePoint and contact center applications (IEX, NICE, etc.)
- Good understanding of the contact center environment
Work Timings
- 6:30am to 10:30 pm (Rotational)
Job Location
Gurugram