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. 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.

• Use of monitoring tools to proactively identify and research potential production incidents.
• Respond to alerts regarding potential production incidents.
• Escalate to advanced support as needed for problem resolution.
• Perform trending and analysis using monitoring tools and reports to proactively identify and address potential issues prior to production impact.
• Perform all environment routing, cycling, and implementation of splash pages.
• Partner with Change Operations to support all Change implementations and proactively identify potential issues resulting from the changes.
• Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
• Execute procedures reliably and escalate appropriately to solve incidents quickly.
• Manages stability, resiliency, reliability, and performance of supported systems
• Fulfills requests from business users and operations and communicates technical status updates with appropriate teams
• Captures and translates business requirements into infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
• Supports change implementations, proactively identifies potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
• Provides release support when needed and manages engagement across audiences
• Provides full lifecycle management of the infrastructure and application environments

• 5 years' experience in IT production support or equivalent.
• 1+ year of experience in Splunk, SiteScope, Tivoli Netcool/Web GUI,
• Experience with HVD, Windows
• Experience in a large IT production support environment
• Basic understanding/exposure to ITIL/ITSM.
• Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems.
• Proven team player who can work comfortably in a multicultural environment.
• Proven ability to work independently, multitask and effectively work in a complex environment with a global team structure.
• Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
• Ability to work in non-contiguous shifts including weekend days.

• ITIL Foundation/Intermediary certification
• Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management

• Innovative Thinking
• Production Support
• Result Orientation
• Risk Management
• Solution Design
• Adaptability
• Analytical Thinking
• Collaboration
• Influence