Job Description

: 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.

• BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview Technology Infrastructure (TI), part of the Global Technology & Operations organization, consists of more than 7,000 employees worldwide. With a presence in more than 30 countries, TI designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. TI delivers industry-leading infrastructure products and services to the company's employees, customers and clients around the world. Workspace Services, part of the Technology Infrastructure (TI) organization, manages all end user computing, productivity, real time communications and collaboration services, including platform, voice, video, mobility and user support and operations services. The team operates in more than 30 countries and is responsible for delivering end-to-end technology and operations supporting desktop platforms, mobility services, and communication and collaboration technologies worldwide. The incident controller team works on all incidents that are created and not owned by any ITSM queue. The Incident Controller role is a key component of the ITIL Standard of best practices for managing incidents across an organization and is being introduced to the Bank to leverage these best practices. This enables us to proactively monitor all abandon issues to ensure they are handled in a timely manner directly enhancing the end user service experience. Additionally this will set our client expectations as to when their issue will be resolved. The Incident Controller team operates globally 21x5.
The Incident Controller role requires the person work look after all the abandon incidents that are not owned by any ITSM group. This is also involves regular interaction and liaising between various technical groups and also communicating with the end users about the incident within the SLA.
Responsibilities*

• Assisting L1 Support analysts with the incident assignment to L2 support groups
• Provide information to customer/end-user regarding the status of their incidents
• Service Desk team interface with the L2 team.
• Voice of the customer to track their incidents while alleviating the Service Desk team time spent to chase, so they can continue handling incoming incidents
• Coordinates/Manages incident resolution with various workgroups
• Communicates with the customer/end-user to gain agreement that the incident has been resolved and can be closed
• Responds to alerts generated by Incidents which have breached Service\Operational Level agreements
• Monitor queues with the largest end user call backs
• Proactively report and communicate with groups in reference to their aged incidents
• Determine routing of issues sent back to the queue from various groups
• Route and escalate incidents with level 2/3 or vendors
• Assist with getting issues back from vendors to internal support groups when needed
• Functions as a catch all for the Service Desk when unsure of where to route an issue
• Handle all incident escalation requests made by a user
• Manage escalations generated via, Incident, email, supervisors, and chats
• Obtain ETA and next steps from level 2/3 or vendor and provide back to client

Requirements Education - Any University Degree Certifications If Any - ITIL V3 Foundation (Preferred) Experience Range - 6 Months - 1.5 years of experience in desktop and laptop technical trouble shooting Foundational skills*

• Windows 7 basics, desktop and laptop technical troubleshooting
• Good customer service skills with excellent communication Skills
• Experience in voice based process or chat support or Email Support
• Ability to coordinate and execute multiple tasks within a fast paced environment
• Strong organizational and time management skills required

Desired skills*

• Preferably Microsoft Certified Professional and ITIL
• Advanced Excel

Work Timings*

• 06:30 AM- 3:30 PM
• 5:30 PM- 02:30 AM
• 7:30 PM- 04:30 AM

Job Location - Mumbai/Gandhinagar Job Band: H7 Shift: Hours Per Week: 45 Weekly Schedule: Referral Bonus Amount: 0