• Job Description

  Req#: 25028380

  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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
  
  Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
  
  Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
  
  At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
  

  Job Description:
  This job is responsible for managing the day-to-day activities and functions for the assigned team. Key responsibilities include delegating work to team members, supervising work processes, providing informal leadership of sub teams or technology silos, managing on call and support schedules, and providing leadership, mentorship, and direction to team members. Job expectations include solving complex technical and analytical issues and effectively communicating results to senior management and Line of Business partners.

  Position Summary:

  The Triage and Incident Manager is accountable for triaging and managing incident process for business impacting issues, ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism. The role is responsible for owning incident and problem resolution, working collaboratively across multiple business partners/teams to identify root cause; record and resolve incidents.

  The Triage and Incident Manager is responsible for handling the internal incident management process and the communications as well as escalations for critical business impacting service incidents. The individual is also responsible for pressing the root cause analysis (RCA) research and report to completion within SLAs following a major incident and service restoration. This role is also responsible for ensuring proactive problem management is in place.

  They are a key member of the production services team with a long term focus on avoiding serious incidents and constantly improving service operations for our supported applications. Absolutely essential in this role is the ability to build relationships and work collaboratively with multiple business partners/teams. To ensure openness and honesty and to get to root cause without a blame culture.

  Triage and Incident Manager is expected to be on call during extended service hours. Prior working knowledge & experience of ITIL v3 is essential.

  Responsibilities:

  • Manages and prioritizes multiple tasks and assignments for the team including tracking tasks and tickets in system(s) of record, ensuring enterprise service level agreements are met, and participating in defect, incident, problem, and change review meetings and release activities
  • Provides point of escalation for team members, peers, and partner teams, and shares the leadership Point of Contact for triage of high priority incidents or consulting engagements
  • Performs all responsibilities of team members from applicable teams
  • Works with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
  • Participates and helps with resource interviews and onboarding processes
  • Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes
  • Creates the on call rotation schedule and ensures support for off hours, weekends, and release windows

  Key Responsibilities:

  • Manage major incidents from identification to service restoration and closure
  • Drive the root cause analysis and produce the RCA documentation within SLA
  • Regular professional communication on incidents to predefined business partners within SLAs
  • Communication of incidents to customers in a clear and meaningful way
  • Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution
  • Escalate within support organization as required.
  • Manage customer / support escalated incidents
  • Co-ordinate required plan to ensure change
  • Obtain necessary approvals from all stake holders
  • Create an action plan for issue remediation during Incident troubleshooting
  • Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes
  • Work with alerting & monitoring teams to pro-actively avoid high priority incidents
  • Identifying changes in the support processes and change the Incident Management process accordingly
  • Run major incident ‘blameless post mortem’ sessions after service restoration to ensure avoidance of repeat incidents
  • Lead post incident review meetings
  • Report on major incident service level compliance statistics
  • Track and manage Problem Records, providing reporting and updates to internal stakeholders
  • Drive continuous service improvement and incident avoidances

  Required Qualifications:

  • Strong background in Incident Management
  • Understanding of IT Infrastructure and Operating Systems
  • Strong experience of delivering service quality within an ITIL framework
  • Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies
  • Good experience in managing conference calls or incident resolution meetings
  • Strong written and verbal communication skill
  • Strong experience of IT service, operations and support
  • Certified ITIL (Foundation) V3 beneficial

  Desired Qualifications:

  • Strong background in Incident Management
  • Understanding of IT Infrastructure and Operating Systems
  • Strong experience of delivering service quality within an ITIL framework
  • Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies
  • Good experience in managing conference calls or incident resolution meetings
  • Strong written and verbal communication skill
  • Strong experience of IT service, operations and support
  • Certified ITIL (Foundation) V3 beneficial

  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:

  1st shift (United States of America)

  Hours Per Week:

  40

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, 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.

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