Job in Chennai for Senior Technician

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.

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

Process Overview

Banking Production Support (BPS) provides end-to-end technology solutions for Global Banking businesses including Treasury, Trade Finance, Credit, Payments and Transaction Banking. In addition, BPS also provides technology solutions across several horizontal functions including Sales, CRM, Electronic Trading, Trade Work Flow, Pricing, and Market Risk, Middle office, Collateral Management, Credit Risk, Post-trade confirmation, Settlement and Client services for Trading, Capital Markets, and Wealth Management businesses.

BPS is engaged in applications and across the complete spectrum of Application Development and Production Support. BPS’s type of work and services include architecture, design, development, change management, implementation and support using a wide range of technologies. BPS India team is doing extensive work in several regulatory, strategic and initiatives programs.

Job Description

The individual will be part of the Application Service Desk Global L1 team is responsible for on-boarded application related questions, issues or requests. All related issues and requests should be tracked using a service management tool and monitored closely from the initial alert through resolution and closure. The functional processes supporting Global L1 are:

• Incident Ticket Management
• Service and business request management
• Standard communication for planned outages
• Application Password Reset (non SSO)

Responsibilities

• First call support of incidents and service requests
• Priority 1 & 2 incident escalations
• Provide L1 subject matter expertise and incident and service request resolution
• Provide management of incident and service requests until resolution or escalation to L2 or incident management
• Provide advisory communications during releases and scheduled outages
• Application password resets (non SSO)
• Ensure that all aspects for service delivery are managed to SLA and Quality
• Be able to quickly identify and help team to automate and reduce manual work as applicable should be a mindset by creating scripts etc.
• Act as an advisor to Line of Business and Operations partners for any change or new work being assessed
• Involves heavy focus on automation and centralization. Must be able to work with developer and technology consultants to lead and design process solutions
• Engage in improving processes through reengineering, system checks, process automation
• Provide Subject matter expertise to Development team on development requirements of the processes and work flows
• Provide on-call support to business as per the incidents

Requirements

Education: B.E. / B. Tech/M.E. /M. Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)

Certifications, If Any: Not Mandatory

Experience Range: 0-2 years

Foundational skills:

• Experience in Incident Management
• Technical documentation skills
• Analytical, conceptual, and problem-solving abilities
• Working knowledge/ experience in the Incident Management life cycle
• Communication skills
• Presentation skills
• Inter-personal skills

Desired skills:

• Experience working in a production environment with emphasis on customer service preferred, while maintaining security standards and integrity
• Banking domain

Work Timings: Rotational Shift (Anytime between 06:30 a.m. to 12:30 a.m.)

Job Location: Chennai/ Hyderabad

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