Bank Of America Vice President Problem Management Specialist 

India, Maharashtra, Mumbai 

340670616

Job Description:

• Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
• Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
• Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.
• Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
• Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
• Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Responsibilities:

Problem Management & Root Cause Analysis

• Own the problem management lifecycle, including identification, investigation, root cause analysis (RCA), and resolution tracking.
• Point of contact for assigned incidents of higher severity (from incident retrospective calls all the way up to Management Report (MR) documentation and publishing
• Facilitate structured post-mortem reviews for high-severity incidents, ensuring detailed documentation of impact, root cause, contributing factors, and lessons learnt.
• Drive the creation and implementation of permanent fixes or preventive measures in coordination with development, infrastructure, and support teams.
• Communicate well with technical & non-technical colleagues
• Work to a high standard with agreed timescales
• Able to demonstrate authority in the RCA calls while coordinating with other stakeholders & solve the discrepancy in blameless ways

Regulatory & Audit Compliance

• Ensure all problem records related to regulatory-impacting incidents are properly tracked and reported,
• Support timely completion of regulatory post-incident report and provide high-quality input to external and internal stakeholders, including risk and compliance teams.
• Track and ensure closure of all problem related remediation actions with documented evidence, in line with audit requirements.

Cross-Functional Coordination

• Act as a central point of contact for problem-related topics across Application Support, Development, Infrastructure and Risk functions.
• Champion and drive systemic improvements by influencing across siloed teams and escalating blockers when necessary.
• Drive continuous service improvement initiatives by identifying recurring issues, systemic risk and operational inefficiencies.

Governance & Reporting

• Ensure problem management KPIs and metrics are consistently tracked, reported and improved.
• Prepare and present regular dashboards, analysis and governance packs for senior technology and business management.
• Maintain high-quality problem records in the ITSM system, ensuring they are accurate, complete and up to date.
• Perform data analysis & provide suggestion on identifying service level trend. Identify event/incident clustering for improvements.

Required Skills:

• 8-12 years of experience in IT Operations, Application Support, or Problem Management in a complex enterprise environment.
• Familiarity with ITIL Problem Management lifecycle and practices (ITIL certification preferred).
• Strong analytical and technical skills to understand complex application landscapes and failure nodes.
• Experience working with ITSM tools such as Service Now, Remedy or JIRA.
• Excellent facilitation and communication skills, able to engage senior stakeholders across Technology & Business.
• Ability in influence without authority and drive outcomes across geographically dispersed teams.
• Strong documentation and presentation skills for post-mortem reviews and executive reporting.
• Experience handling post-incident reporting for regulators is highly preferred.
• Awareness of audit and control expectations in a banking or financial services environment.

Desired Skills:

• Well versed with Root cause analysis (RCA) Techniques.
• Familiarity with ITIL v3 or ITIL 4 framework preferred.
• Trend and Pattern analysis to identify recurring incidents and patterns.
• Knowledge of Infrastructure and application Architecture.
• Change management awareness to access the impact of change on services.
• Experienced in generating problem metrics.
• Ability to dissect complex problems, work through technical logs, monitoring tools, and alerts.
• Clear and concise communication to technical and non-technical stakeholders.
• Good at stakeholder management, provide regular updates and post-mortems.
• Well versed with problem record creation and data quality maintenance.
• Proactive mindset and attention to details.
• Taking ownership of problems from detection to closure.