3,961 Incident Management Jobs

Job Description:

About Us

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.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence, and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process overview

Payment Technology Application Support various payment mechanisms like ATM, Debit Card, Zelle, Account to Account transfer.

Application Support through Incident Management process driving towards Customer Impact mitigation, enabling great customer experience by reducing the application down time

Responsible for production support, problem and incident management, operational change, and infrastructure delivery, refresh, and upgrades

Manages the lifecycle of incidents through initial identification to mitigating customer impact, restoring environments to BAU status, and driving for permanent solution. Pursue the root cause of incidents.

Manages the problem life cycle for implementing a permanently solution. Identify, facilitate, and manage the actions to correct the known error.

Instituted Proactive Problem Management process to identify and resolve issues prior to service disruption

Job Description

Responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting and timely escalation. Responsible for break-fix activities which require reviewing Root Cause Analysis, Small Changes to Code or Debug for triage, Unit Test and Deploy in production following the release management & code deployment process.

The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners like TI, Application, Other Prod Support teams like CCO, L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.

Responsibilities

• Monitor and support applications for 100% SLA meets.
• On call support
• Production Ticket/Issue Triage
• Preparing RCA - Root Cause Analysis (RCA) document
• Partner with Application team, CCO, Level 3 support teams to resolve the issue.
• Prepare and/or review Impact Analysis based on issue analysis.
• Hands on experience with L1 / L2 / L3 support workload.
• Write scripts to automate mundane daily BAU tasks.
• Willing to provide support after office hours, weekends and stay on call when business needs.
• Identify root cause in the code, perform break-fix activities in the code and/or DB.
• Follow the release management and code deployment process to migrate the code changes. If any.
• Consumer Banking domain experience

Requirements

Educational Qualifications: B.E./ B Tech / M.E./M Tech /MCA [with B.Sc., B Com, BBM]/M.Sc. (Computer Science, IT, S/W, Mathematics, Electronics, Physics, Statistics)

Experience : 4 to 6 years

Certifications: ITIL Foundation Certification

Foundational skills

• Basic Networking
• Java/J2EE, Microservice
• Advance level Unix
• Understanding on Database terminologies
• Oracle Database
• Production support experience
• Sound working knowledge on Ms-Office and Ms-Visio
• Splunk , Dynatrace tools

Desired Skills

• Effective Communication - Clear, Concise & Ability to articulate Problem/Solution
• Should be able to participate or conduct conference calls with tech and business users.
• Good documentation skills - Required to close the tickets and/or send updates/reports to various stakeholders.
• Organizational and multi-tasking skills

Work Timings: 7:30 AM to 4:30 PM /10:30 AM - 7:30 PM

Job Location: Chennai