Job Description

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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.

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.

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.

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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*

• Excellent written and verbal communication skills including ability to communicate clearly and concisely with non-technical Business Leaders.
• Be able to serve as liaison between various technical partners & business executives
• Able to demonstrate ability to take a problem and work to find a solution independently
• Cross-functional coordination, influencing and negotiation skills
• Strong diagnostic and analytical abilities
• Proficient with Microsoft Office tools (Outlook, Communicator, Word, Excel, and SharePoint)
• Strong attention to detail, analytical skills and ability to work both independently as well as part of Incident Management team.
• Ability to work well under pressure and manage multiple tasks to meet deadlines.
• Leadership skills and the ability to effectively drive triage calls.

Education*

• Graduates / Post-graduates with good track record/academic scores

Certifications

• 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*

• 6-8 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*

• Rotational 6:30am to 10:30 pm

Job Location*

Gurgaon