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• Production Services Lead – Command Center – Triage

Chester, , United Kingdom

Job Description:

Job Title: Production Services Lead – Command Center – Triage

Corporate Title: up to Vice President

Location: Chester

Overview of the Role:

This role is based within the Command Center. This team is the primary interface for all line of business application and infrastructure operations functions in the CTO organization.  They are accountable for the triage and management of Major Incidents, including the appropriate routing of incidents to Level 2 & 3 support functions as exception conditions are identified.

This role is varied and interesting as its part of a team that provides a wider range of services within the Command Center Operations organization. This role is part of a team of based in Chester and working with a global team in Singapore and the US.

- Assist to engage / escalate to Level 2 & Level 3 teams as needed for incident resolution

- Ensure primary focus of triage calls remains on service restoration and minimizing business impact and that incident tickets are handled timely and efficiently

- Quickly gain a deep understanding of the issue in flight and provide an accurate high level recap within 15mins in an active incident call.

- Craft written incident statements and provide updates to senior management, as necessary.

- Work with Command Center associates to ensure Incident Bridge board accurately reflects the issue and there are high quality updates on Bridge board

- Works under general supervision, carrying out routine and semi-routine analytical tasks and activities associated with one or more technical areas within the operations function

- Participates in and contributes to the fulfillment of team or functional goals and objectives through assigned projects or involvement in phase(s) of larger enterprise projects

-  Ability to lead and take charge when running triage.

- Create and update issue Logs.

- Automates manual processes to improve quality and speed of service.

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

 - Ability to successfully manage multiple moderately complex tasks concurrently.

 - Ability to work both independently and as part of a cross-functional team

 - Ability to communicate clearly and concisely both verbally and written

- Able to understand technical terms and relay it in business terms.

 - Proficient knowledge of IT Technical skills across multiple disciplines

 - Moderate level of proficiency in use of MS Office products

Overview of the Team:

Command Center ICC Triage

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/understanding of technology infrastructure and/or Networks.
  • Incident Management experience or process knowledge.
  • Use of Service Management tools such as Maximo/Remedy.
  • Strong Oral/Written communication skills
  • MS Office skills (Excel, Word, Outlook)
  • Good organizational skills
  • Experience across multiple technology disciplines.
  • Operational Support experience
  • Hands-on relevant experience in IT systems and/or application management.
  • Good analytical and problem solving skills with attention to detail, accuracy and follow-up.
  • Ability to coordinate troubleshooting activities across multiple groups to ensure rapid problem resolution and recovery
  • Partners well with others

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 – Command Center – Triage

Corporate Title: up to Vice President

Location: Chester

Overview of the Role:

This role is based within the Command Center. This team is the primary interface for all line of business application and infrastructure operations functions in the CTO organization.  They are accountable for the triage and management of Major Incidents, including the appropriate routing of incidents to Level 2 & 3 support functions as exception conditions are identified.

This role is varied and interesting as its part of a team that provides a wider range of services within the Command Center Operations organization. This role is part of a team of based in Chester and working with a global team in Singapore and the US.

- Assist to engage / escalate to Level 2 & Level 3 teams as needed for incident resolution

- Ensure primary focus of triage calls remains on service restoration and minimizing business impact and that incident tickets are handled timely and efficiently

- Quickly gain a deep understanding of the issue in flight and provide an accurate high level recap within 15mins in an active incident call.

- Craft written incident statements and provide updates to senior management, as necessary.

- Work with Command Center associates to ensure Incident Bridge board accurately reflects the issue and there are high quality updates on Bridge board

- Works under general supervision, carrying out routine and semi-routine analytical tasks and activities associated with one or more technical areas within the operations function

- Participates in and contributes to the fulfillment of team or functional goals and objectives through assigned projects or involvement in phase(s) of larger enterprise projects

-  Ability to lead and take charge when running triage.

- Create and update issue Logs.

- Automates manual processes to improve quality and speed of service.

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

 - Ability to successfully manage multiple moderately complex tasks concurrently.

 - Ability to work both independently and as part of a cross-functional team

 - Ability to communicate clearly and concisely both verbally and written

- Able to understand technical terms and relay it in business terms.

 - Proficient knowledge of IT Technical skills across multiple disciplines

 - Moderate level of proficiency in use of MS Office products

Overview of the Team:

Command Center ICC Triage

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/understanding of technology infrastructure and/or Networks.
  • Incident Management experience or process knowledge.
  • Use of Service Management tools such as Maximo/Remedy.
  • Strong Oral/Written communication skills
  • MS Office skills (Excel, Word, Outlook)
  • Good organizational skills
  • Experience across multiple technology disciplines.
  • Operational Support experience
  • Hands-on relevant experience in IT systems and/or application management.
  • Good analytical and problem solving skills with attention to detail, accuracy and follow-up.
  • Ability to coordinate troubleshooting activities across multiple groups to ensure rapid problem resolution and recovery
  • Partners well with others

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-21039333

Band: H5

Manages People:

Manager:

Talent Acquisition Contact:

Radley Barco

Referral Bonus:

0

Street Address

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