Job Description:
Employee Experience Technology (EET) Domain Operations team is responsible for triage bridge facilitation, coordinate resolution of major outages impacting LOBs from the various products and services we support in EET. The goals of the group are to (1) reduce the duration of outages by ensuring that the proper teams are engaged and (2) prevent outages from reoccurring by driving to root cause and ensuring that preventative actions are identified and implemented.
Incident Manager is expected to do the following with minimal supervision:
• Rapidly determine the severity of the outage both in terms of business impact as well as technical complexity.
• Assess, engage and ensure all appropriate groups are working on resolving the outage in a timely manner.
• Facilitate the resolution of outages and crises across multiple teams.
• Notify, escalate and communicate to senior management the existence and status of outages, as necessary.
• Ensure that a quality post mortem including root cause, preventative measures, and lessons learned is achieved.
• Able to be call outside of normal business hours, including weekends on a rotational basis
What's it like working at Bank of America? It's an environment of hard-working professionals who are led by committed leaders and supported with industry-leading products and services, award-winning platforms and educational resources. We look for and foster people with passion and drive.
We'll help you:
Develop your career via training and development programs, along with one-on-one coaching from team members who are invested in your success. Leverage the global power of our company by working closely with you in a remarkable professional and partner network. Provide comprehensive and ongoing guidance, tools and solutions to support your clients' growth. This includes industry-leading digital capabilities and a wealth of proprietary research and analytics. Stay up-to-date with changing business trends that impact the business banking segment so that you can translate those trends into business opportunities. Broaden your reach to a wide audience with robust marketing support and opportunities to participate in the community.
We're a company that believes in each other and our communities
Unfailing belief in responsible growth Dedication to supporting the communities we serve Involvement and support of dozens of Employee Network Groups Continuous training and development to help people succeed, regardless of their background or experience A commitment to diversity, because it makes us stronger and able to connect with - and reflect - clients and customers around the world Fostering internal mobility to grow and retain talented teammates
This requires a strong technical background in order to:
• Deep dive into root cause to gain a complete understanding of the nature of the outage
• Determine broader implications of the outage
• Provide facilitation and support for the Command Center during building major infrastructure changes, and crises.
• Drive forward Service Quality strategic initiatives
Required Skills:
• 3-5 years managing application/infrastructure services or in a Major Incident Role
• Must be able to cover an on-call rotation to cover incident escalations weekend coverage. The rotation would be once every 5 weeks which is about 10% of the overall volume managed by the team.
Soft Skills required:
• Excellent written and verbal communication skills
• A good understanding of complex infrastructure (servers, network, firewalls, applications)
• A good understanding of Microsoft Product (Exchange, SharePoint, Skype, Active Directory)
• An overall understanding of the roles and responsibilities of the support organizations and application teams
• Self-starter with the ability to prioritize work load
• Relentless - strong desire to see things through to completion
• Strong organizational skills
Desired Skills:
• An overall understanding of ITIL roles and responsibilities especially in Incident and Problem Management
• Ability to identify trend and potential risks in the environment
• Able to maintain composure and perform under pressure
• Assertive but diplomatic
• ITIL Certification
Shift:
1st shift (United States of America)
Hours Per Week:
40