Job Description :
Overview (Bank of America overview, BA Continuum India overview, Business 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.
The Technology Infrastructure & Production Services (TIPS), part of the Global Technology & Operations organization, consists of more than 7,000 employees worldwide.
With a presence in more than 30 countries, the TIPS designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank.
The TIPS 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 & Production Services (TIPS) 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.
This role requires candidate to perform a center of excellence role for Trader Voice and Voice Recording platforms working closing with vendors and internal teams.
This role requires execution of the end to end patching quality control including : scheduling, coordination, playback and check out process.
Own the end to end patching quality control including : scheduling, coordination, playback and check out process.
Schedule onsite resources.
Own monthly patching calendar.
Perform recording checkout / playback, screen capture, support upgrades (Unigy, NTR, etc.)
Health checks :
Perform global health checks with includes call playback and respond to alarms
Perform recorded playback and capture evidence to certify changes are successful
Service Request Fulfillment
Execute basic voice recording service requests for NICE systems
Perform quality control on trading and telephone systems to ensure changes are successful
Change management activities include :
Scheduling vendor resources to perform work during off-hours
Reviewing change to ensure proper documentation, due diligence, and change rigor in place within system of record
Arrange and participate in peer change review
Manage change escalations and approval process as required by an Incident or Change Condition
Ensure all changes follow the prescribed change process
Ensure quality control within the change documentation
Ensure all required parties are engaged via a CRQ or a support task
Pro-active tasks related to system monitoring include :
Reviewing alerts and / or events with team monitoring the system
Assessing actions taken to resolve alert / events; impact to ability to record or playback
Development of SPLUNK reporting / dashboards a plus
Incident management activities include :
Operational ownership of incident during triage
Escalation to appropriate teams and vendors
Communication to leadership
Resolution of complex and urgent issues
Drive and manage RCA delivery by vendors
Oversee break / fix timeline, escalate, and ensure test plan is executed fully
Ensure incidents are closed within SLA
Problem management activities include :
Review and complete post implementation review forms with the team post a failed change
Ensure all support staff related to change is properly aligned with all information needed to successfully implement change
Drive vendor and support partners to ensure problem records are executed in a timely manner
Processes activities include :
Probe all processes to ensure any and all operational and risk gaps are identified and addressed in a timely manner
Propose new streamlined processes
Ensure all processes are properly documented and all updates are recorded accordingly on SharePoint / Shared Drive
Ensure all parties of interest are aware of any process changes.
Review capacity reports with team members and vendors
Address any capacity deficiencies by engaging equivalent process
Ensure capacity reports are functioning as expected
Propose new and improved ways to provide reporting capability through additional automation
Education : B.E. / B. Tech / M.E. / M. Tech / B.Sc. / M.Sc. / BCA / MCA (prefer IT / CS specialization)
Certifications, If Any : ITIL Certification and MCSE certification
Experience Range : 2 4 years
Mandatory skills :
Minimum 2 years operational engineering expertise with Voice Recording, Trader Voice and Enterprise Voice product
SME in NICE Voice Recorder and IPC Trading platform, key differentiator
Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and / or work history
Excellent written and verbal communication skills
Desired skills :
Experience working in the financial or banking industry, a plus
Able to coach others during troubleshooting activities
Strong risk management skills; able to understand urgency, and assess impact
Ability to work in a highly visible environment
Understand concept of operational excellence and strive to improve environment
Strong inter-personal skills; able to work both independently and in a team environment
Ability to provide direction and leadership during troubleshooting calls
Work Timings :
6 : 30 AM to 3 : 30 PM
11 : 30 AM to 8 : 30 PM
1 : 30 PM to 10 : 30 PM
5 : 30 PM to 2 : 30 AM
7 : 30 PM to 4 : 30 AM
9 : 30 PM to 6 : 30 AM
Provide operational support on a Monday through Friday local business hours schedule with rotating scheduled weekend shifts