Back to search results

Assistant Vice President, Zoom and RTC Operations, Chief Technology Office

Singapore, , Singapore;

Job Description:

About Bank of America:

Our purpose as a firm is to make financial lives better, through the power of every connection. Across the world, we partner with leading corporate and institutional investors through our offices in more than 35 countries. In the U.S. alone, we serve almost all of the Fortune 500 companies and approximately 67 million consumer and small-business clients. We provide a full suite of financial products and services, from banking and investments to asset and risk management. We cover a broad range of asset classes, making us a global leader in corporate and investment banking, sales and trading.

Connecting Asia Pacific to the World

Our Asia Pacific team is spread across 19 cities in 12 markets. We are focused on connecting Asia to the world and the world to Asia, using our global expertise to ensure success is shared between us, our clients and our communities. Our regional footprint covers 12 currencies, more than a dozen languages and five time zones, placing us firmly among the region’s leading financial services companies.

Technology Infrastructure:

  • 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.

Position Description

Background: We are seeking a talented individual to join our APAC ETS Operational Support team. This role will provide the opportunity to provide critical infrastructure operational support for RTC and Zoom product under supervision. They will interact with various lines of business and technology teams.

Operations Technician part of global team supporting cross-functional, multi-platform collaboration and video environment.

Key Responsibilities

  • Experience with cross-platform video and voice interoperability with 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 managing video conferencing components, platforms, interfaces through telemetry.  Developing tools a plus.
  • Triage application alerts and take appropriate action for resolution
  • Work with vendors for incident restoral/resolution
  • Work with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities for remediation of issues
  • Primary for Problem Management including root cause analysis
  • Perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks)
  • Documentation for operational support (e.g. playbooks, user guides, troubleshooting guides).
  • Work with architecture, engineering and product management teams to measure and monitor call and infrastructure health
  • Monitor capacity and performance
  • Post- implementation validation of changes

Key Requirements

  • 5 years of experience operational support for multi-vendor collaboration platforms and conferencing rooms at a large enterprise
  • 5 years of support experience with break/fix responsibilities with collaboration, cloud-based, audio and video conference networking.
  • Provide Level 2/3 support, own incident to closure
  • Monitor application/infrastructure for alerts, including alerts from downstream components (Telephony, DB and Storage)
  • Knowledge of fault diagnosis of video and audio conferencing equipment
  • Triage application alerts and take appropriate action for resolution
  • Work with vendors for incident restoral/resolution
  • Work with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities for remediation of issues
  • Primary for Problem Management including root cause analysis
  • Perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks)
  • Documentation for operational support (e.g. playbooks, user guides, troubleshooting guides).
  • Work with architecture, engineering and product management teams to measure and monitor call and infrastructure health
  • Monitor capacity and performance
  • Post- implementation validation of changes

Learn more about this role

Full time

JR-20052557

Manages People:

Manager:

Talent Acquisition Contact:

Referral Bonus: