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Production Services Lead

Chester, , United Kingdom

Job Description:

Job Title: Production Services Lead

LOB: Command Centre (TIFS)

Corporate Title: Up to Assistant Vice President

Location: Chester

Here in our Chester office we are looking to recruit for a Production Services Lead. This is part of a global structure across a 3 site model to ensure 24/7 coverage. This team is the primary interface for all line of business application and infrastructure operations functions within TIS organization.  They initiate incident triage activities, provides end to end management to ensure an effective and efficient incident triage process.  The position provides 24x7 support for technical questions and procedural inquiries and has a Rotational Shift Pattern schedule of:  07:00 – 16:00, 14:00 – 23:00 and Sun – Thurs, Tues – Sat. 40 hours per week

Responsibilities will include but not limited to:

  • Host Business Incident Bridge when required

  • Engages Level 2 & Level 3 teams as needed for problem resolution

  • Ability to craft incident statements, and quickly gain a deep understanding of the issue in flight and provide an accurate high level recap within 15mins in an active incident call.

  • Ensures incident tickets are handled timely and efficiently

  • Ability to lead and take charge when running triage.

  • Create and update Issue Logs

  • Provide high quality updates in Incident Bridge board

  • Automates manual processes to improve quality and speed of service

  • Helps document new processes/procedure based on changes/initiatives

The Team:

The CTO Command Centers are accountable for the availability and performance of Bank of America’s global technology services. The primary mission of the Command Center is to enable operational excellence through the detection, prediction and prevention of customer and business impacting incidents and to restore service as quickly as possible when disruptions occur.

Bank of America has three primary Command Centers, supporting one of the largest technology footprints in the world they are located in Singapore, Richmond USA and Chester UK. Comprised of Command & Control, Infrastructure IT Operations Mgmt & Network Operations they serve the business all day, every day.

The Command & Control function is the heart of the Command Centre, responding to incidents in real-time as they are escalated in. They are ultimately responsible in ensuring that technology incidents are restored in the shortest amount of time and communicated/escalated appropriately.

Core Skills:

  • Experience within an enterprise technology function

  • Ability to understand and work through complex incidents & problems

  • Ability to communicate and influence at all levels

  • Self-motivated and commitment to challenging the status quo and promoting positive change and process improvements

  • Experience/understanding of technology infrastructure and/or networks

  • Incident Management experience or understanding of the Incident Management process

  • Experience of having worked on Service Management Tools e.g. BMC Remedy, ServiceNow

  • Good verbal and written communication skills

  • Ability to translate technical information into "Kitchen/Plain English"

  • Ability to operate and maintain clear and focused thinking under stressful/high pressure situations

  • MS Office Skills (Excel/Word/Outlook)

  • Good organizational skills and ability to prioritize competing priorities

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.

Job Band:

H5

Shift: 

Hours Per Week:

35

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: Production Services Lead

LOB: Command Centre (TIFS)

Corporate Title: Up to Assistant Vice President

Location: Chester

Here in our Chester office we are looking to recruit for a Production Services Lead. This is part of a global structure across a 3 site model to ensure 24/7 coverage. This team is the primary interface for all line of business application and infrastructure operations functions within TIS organization.  They initiate incident triage activities, provides end to end management to ensure an effective and efficient incident triage process.  The position provides 24x7 support for technical questions and procedural inquiries and has a Rotational Shift Pattern schedule of:  07:00 – 16:00, 14:00 – 23:00 and Sun – Thurs, Tues – Sat. 40 hours per week

Responsibilities will include but not limited to:

  • Host Business Incident Bridge when required

  • Engages Level 2 & Level 3 teams as needed for problem resolution

  • Ability to craft incident statements, and quickly gain a deep understanding of the issue in flight and provide an accurate high level recap within 15mins in an active incident call.

  • Ensures incident tickets are handled timely and efficiently

  • Ability to lead and take charge when running triage.

  • Create and update Issue Logs

  • Provide high quality updates in Incident Bridge board

  • Automates manual processes to improve quality and speed of service

  • Helps document new processes/procedure based on changes/initiatives

The Team:

The CTO Command Centers are accountable for the availability and performance of Bank of America’s global technology services. The primary mission of the Command Center is to enable operational excellence through the detection, prediction and prevention of customer and business impacting incidents and to restore service as quickly as possible when disruptions occur.

Bank of America has three primary Command Centers, supporting one of the largest technology footprints in the world they are located in Singapore, Richmond USA and Chester UK. Comprised of Command & Control, Infrastructure IT Operations Mgmt & Network Operations they serve the business all day, every day.

The Command & Control function is the heart of the Command Centre, responding to incidents in real-time as they are escalated in. They are ultimately responsible in ensuring that technology incidents are restored in the shortest amount of time and communicated/escalated appropriately.

Core Skills:

  • Experience within an enterprise technology function

  • Ability to understand and work through complex incidents & problems

  • Ability to communicate and influence at all levels

  • Self-motivated and commitment to challenging the status quo and promoting positive change and process improvements

  • Experience/understanding of technology infrastructure and/or networks

  • Incident Management experience or understanding of the Incident Management process

  • Experience of having worked on Service Management Tools e.g. BMC Remedy, ServiceNow

  • Good verbal and written communication skills

  • Ability to translate technical information into "Kitchen/Plain English"

  • Ability to operate and maintain clear and focused thinking under stressful/high pressure situations

  • MS Office Skills (Excel/Word/Outlook)

  • Good organizational skills and ability to prioritize competing priorities

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

JR-21023064

Band: H5

Manages People:

Manager:

Talent Acquisition Contact:

Sinead Power

Referral Bonus:

0

Street Address

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