Bank Of America Assistant Manager 

India, Haryana, Gurugram District 

282487471

Responsibilities*

• Resource will be responsible for real time incident & change management for all technology and non-technology incidents impacting the production environment
• Escalate issues impacting multiple users that cannot be easily resolved to technology teams, including creating incident tickets, opening bridge lines, paging support teams, and kicking off triage efforts.
• Engage in the triage efforts for impacting issues and drive technology teams to provide restoral as quickly as possible.
• Act as the liaison between contact centers and technology, provided key information about incidents to technology teams to assist with triage as well as providing direction to the business (contact centers) about estimated restoral times and actions that should be taken to minimize impact during the triage.
• Represent the supported businesses in a CAB (Change Advisory Board) meeting to ensure that planned events do not disrupt or adversely impact their operational stability.
• Continually assess the severity of an incident with respect to the impacts caused by it and regularly communicate the same to all stakeholders.
• Monitor, identify, track, report and mitigate impacts (wherever possible) and risks arising from an incident or a change
• Demonstrates business and/or technical acumen to recommend and implement solutions that protect the bank's assets.

Requirements*

• *
• Graduates / Post-graduates with good track record/academic scores

Certifications if any-

• ITIL V4 foundations, ITIL Intermediate – Service Operations, Business Continuity Planning and Crisis Management, COBIT 5, Industry certification like CCNA, BCP, MCP etc will be highly regarded.

Experience Range*

• 8-10 years

Foundational skills*

• Hands on experience in incident/problem management
• Excellent communication skills, both written and verbal, is a non-negotiable requirement
• In depth knowledge of the ITSM processes

Desired skills*

• Familiarity with ITIL/ITSM methodologies
• Proficient with Remedy, Microsoft Access, SharePoint and contact center applications (IEX, NICE, etc.)
• Good understanding of the contact center environment

Work Timings*

• 6:30am to 10:30 pm (Rotational)