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Consultant, Non Trading Support – Collaboration Operations Team

Chester, , United Kingdom

Job Description:

Job Title: Consultant, Non Trading Support – Collaboration Operations Team

LOB: Global Technology & Operations

Corporate Title: Up to Assistant Vice President

Location:  Chester

Here in our Chester office we have an exciting opportunity for a voice or video engineer to join our Collaboration Operations Team. The team serves as the escalation point between the client/business area and Network Services for the resolution of unresolved problems, complaints and complex operations service requests.

The team participates with line of businesses and Domains in the development of service standards that impact the client/business area, and engages and directs suppliers and carriers in management and adherence to Bank SLA standards, whilst working closely with its peers and colleagues in engineering both within the region and globally.

Responsibilities Include:

  • Working with vendors for incident restoral/resolution
  • Working with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities for remediation of issues
  • Use of ITIL framework including Incident, Change and problem management
  • Performing housekeeping functions on systems/infrastructure (e.g. daily health checks)
  • Documentation for operational support (e.g. playbooks, user guides, troubleshooting guides)
  • Working with architecture, engineering and product management teams to measure and monitor call and infrastructure health
  • Monitoring capacity and performance
  • Post-implementation validation of changes
  • Triage application alerts and taking appropriate action for resolution
  • Work with vendor and bank tech teams on executive escalations

The Team

The Collaboration Operations team is part of the Global Technology and Operations team in Bank of America. It provides Operations leadership, including strategic/tactical direction, for information technology and client/business area issues in the Network Services environment.

There is currently a team of 4 in Chester with 2 in Camberley as well as the Team Manager who is located in Chester. There are also other operational teams in AMRS and APAC regions who the successful candidate will work with under follow the sun model.

Core Skills

  • Experience with cross-platform video and voice interoperability such as Zoom, WebEx, Jabber, Skype, Cloud Connectivity, WebCasting and Cisco TelePresence
  • Expertise in audio and video equipment including; Cisco TelePresence, Crestron, AMX, Biamp, and video monitors
  • Experience with operational support for multi-vendor collaboration platforms and conferencing rooms at a large enterprise
  • Support experience with break/fix responsibilities with collaboration, cloud-based, audio and video conference networking
  • Capable of providing level 2/3 support, ownership from incident to closure
  • Knowledge of fault diagnosis of video and audio conferencing equipment
  • Excellent verbal and written communication skills
  • The ability to command a busy bridge call will multiple participants with varying technical skill levels

Bank of America

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time


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Street Address

Primary Location:
Chester Business Park, Chester, CH4 9FB