L3 Production Support for Contact Center (Charlotte, NC)

| Charlotte, NC
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Job Description:
This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents.
As an L3 Production Support for Contact Center Applications Specialist your role and responsibilities will be:
  • Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.
  • This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies.
  • L3 Production Support for multiple contact center applications Application Subject Matter Expertise
  • Function as technical subject matter expert both from an application functionality as well as production infrastructure/platform perspective Application Triage Support
  • Engage in deep technical triage for incident and problem resolution as required Production Stability and Sustainability
  • Proactive identification and ownership of continuous improvement opportunities both from an application ad infrastructure standpoint
  • Compliance/Risk/Audit activities Proactive Monitoring of Environment
  • Interfacing for Vendor Hosted Applications
  • Release Management Support Disaster Recovery, ARC Testing
  • Activities Production Digital Certificate Lifecycle Management

As a L3 Production Support for Contact Center Applications Specialist your skills and qualifications will ideally include:
Primary Skill
  • Angular 2

Secondary Skill
  • Microsoft IIS

Tertiary Skill
  • Java

Required Skills
  • Working knowledge of Angular 2+, .NET / IIS platforms, and JAVA
  • Working knowledge of various monitoring tools, such as Splunk, Glassbox, Sitescope, Dynatrace, AppDynamics etc.
  • Working knowledge of MS SQL, Oracle technologies
  • Working knowledge of Windows / desktop platform
  • Triage analysis with end-users including complex network environments and multiple application tiers
  • Effective Communication - Clear, Concise & Ability to articulate Problem/Solution
  • Should be able to participate or conduct conference calls with technology and business users
  • Performing root cause analysis for recurring problems so they can be permanently remediated
  • Respond, resolve and document progress within service tickets and problem tickets to adhere to SLAs
  • Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required
  • Identify proactive and preventive measures to minimize impacts
  • Basic UNIX / LINUX knowledge
  • Knowledge of application architecture and networking concepts
  • Superior organizational skills
  • Able to work with minimal instruction; a go-getter
  • Detail-oriented
  • 3-6 years of production support experience, or equivalent

Desired Skills
  • Knowledge of contact center environment
  • Support of the desktop applications in contact / call center environment Knowledge of Remedy tool / processes
  • Knowledge of Computer Telephony Integration
  • Skype Chat • Mattermost
  • Self Motivator

1st shift (United States of America)
Hours Per Week:
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Technology we use

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What are Bank of America Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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