Job Description:

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!

Job Description:

This role is a Lead position in (ATM Production Support - Level 1 Operations). Responsible for running the day to day operations of the ATM technology platform.

• Individual is responsible for providing technical and operational support to ATM channels, which includes Technical Support to ATM Technicians, ATM Level Software Configuration, Business Reporting, Vendor Governance, Incident Management and activities related to Bank issues.
• He/she/they is required to support dynamic workflow, with ATM technicians’ calls and fault tickets to support along with all other activities within stringent timelines.
• Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.
• The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. - Identifies vulnerabilities and opportunities for improvement, as well as helps maintain metrics to develop analysis that will drive improvement in all areas of Production Services.
• Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
• Takes ownership of escalations and performs trouble shooting, analysis, research and resolution using advanced query and programming skills.
• Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under minimal supervision.
• Consults with Line of Business, Technology & Operations stakeholders to determine optimal configuration of equipment and applications.
• Works on problems where analysis of situation or data requires a review of identifiable factors.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Follows standard practices and procedures in analyzing situations and data.

Required Skills

• Excellent customer service skills, verbal/written communication, and organizational skills are a must.
• Candidate must be able to operate multiple applications simultaneously in addition to Microsoft Office Suite.
• Candidate must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal).
• Candidate must be comfortable navigating complex internal and external organizational structures to influence stakeholders to transform work to achieve required business outcomes.

Desired Skills

• ATM knowledge/experience, networking / communications, ITSM/Remedy; ESQ, and SPLUNK.
• Proficiency with telephony, as majority of day will be utilizing telecom to interface with stakeholders.
• Development background and experience using Agile/SAFe tools like Jira/Confluence to break complex scope objectives, & requirements into incremental design, build and deploy solutions.
• Familiar with ATM specific regulations like but not limited to Payment Card Industry/Personal Identification Number (PCI/PIN) security standards, Electronic Funds Transfer Act (EFTA), and American Disability Act (ADA).

Skills:

• Collaboration
• Influence
• Production Support
• Risk Management
• Solution Design
• Analytical Thinking
• Architecture
• Innovative Thinking
• Result Orientation
• Stakeholder Management
• Adaptability
• Automation
• DevOps Practices
• Project Management
• Solution Delivery Process

Shift:

Hours Per Week: