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
Digital Consumer Banking Application Support Online, Mobile, Erica, and EIB (Enterprise OBC (Open Banking Channel) , ePortal/B2B
• Application Support through Incident Management process driving towards Customer Impact mitigation, enabling great customer experience by reducing the application down time
• Responsible for production support, problem and incident management, operational change, and infrastructure delivery, refresh and upgrades
• Manages the lifecycle of incidents through initial identification to mitigating customer impact, restoring environments to BAU status and driving for permanent solution. Pursue the root cause of incidents
• Manages the problem life cycle for implementing a permanently solution. Identify, facilitate, and manage the actions to correct the known error.
• Instituted Proactive Problem Management process to identify and resolve issues prior to service disruption
Job Description
- Responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting and timely escalation. Responsible for break-fix activities which require reviewing Root Cause Analysis, Small Changes to Code or Debug for triage, Unit Test and Deploy in production following the release management & code deployment process.
The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners like TI, Application, Other Prod Support teams like CCO, L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.
Responsibilities - Monitor and support applications for 100% SLA meets
- On call support
- Production Ticket/Issue Triage
- Preparing RCA - Root Cause Analysis (RCA) document
- Partner with Application team, CCO, Level 3 support teams to resolve the issue
- Prepare and/or review Impact Analysis based on issue analysis
- Hands on experience with L1 / L2 / L3 support work load.
- Write scripts to automate mundane daily BAU tasks
- Willing to provide support after office hours, weekends and stay on call when business needs
- Identify root cause in the code, perform break-fix activities in the code and/or DB
- Follow the release management and code deployment process to migrate the code changes. If any.
- Consumer Banking domain experience
- Requirements
Educational Qualifications :B.E./ B Tech / M.E./M Tech /M.C.A [with B.Sc., B Com, BBM]/M.Sc. (Computer Science, IT, S/W, Mathematics, Electronics, Physics, Statistics)
Experience : 5 to years
Certifications : ITIL Foundation Certification
Foundational skills:
Technology - Basic Networking
- Java/J2EE,Spring, Microservice
- Advance level Unix
- Understanding on Database terminologies
- Production support experience
- Sound working knowledge on Ms-Office and Ms-Visio
- Desired Skills
Communication - Effective Communication - Clear, Concise & Ability to articulate Problem/Solution
- Should be able to participate or conduct conference calls with tech and business users
- Good documentation skills - Required to close the tickets and/or send updates/reports to various stakeholders
- Organizational and Multi-tasking skills
- Work Timings: 10:30 AM - 7:30 PM
Job Location: Chennai