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Application Production Support

Singapore, , Singapore

Job Description:

Your background

  • Excellent written and verbal skills (English)
  • Previous helpdesk, technical call center or command center experience
  • Familiarity and working knowledge of file transfer protocols and tools such as FTPS, SFTP, AS2, NDM, Connect: Direct, VPN
  • Familiarity and working knowledge of Splunk
  • Ability to work and manage stakeholders across business and technology groups who are based in various locations as required
  • Good technology background, ideally with experience in Unix/Linux
  • Knowledge and experience in problem and conflict management
  • Dedicated in process improvements and tool improvements to make the entire project execution more efficient and simplified
  • Experience with Gentran Integrated Suite/Mainframe will be given priority
  • Experience in dealing with and managing clients directly is a plus

What you can expect

The Data Transaction Services (DTS) – Service Desk is a global team of technologist located in AMERS, EMEA and APAC regions who provide 24 x 7 frontline support for various applications under the DTS suite of applications.

The DTS team is the first point of contact providing first call resolution of technical issues and addressing client and business partner inquiries. They are responsible for opening, closing or reassigning service requests and incidents for supported applications. Additionally, they provide critical monitoring functions. All these functions are timebound and must be completed within specific SLA's.

DTS services over 40,000 worldwide, institutional clients, private and public entities and every internal line of business. Delivering key B2B services for commercial payments, inter-banking exchanges, clearing, prime brokerage front office, account and settlement services, risk and regulatory and many others.

What you will do

  • Monitoring and first point of contact production support for Data Transaction platforms
  • Receive incoming client calls and to adhere to call ethics
  • Interacting with internal and external clients
  • Take ownership of client issues received through various channels (Phone, Email, Service Request via IT Service Management (ITSM) System of Record (SOR)
  • Maintain proper record and updates for tickets assigned and worked in ITSM SOR
  • Analyze and resolve transmission and protocol issues (Ex: FTP, FTPS, SFTP, AS2, VPN)
  • Troubleshoot and resolve transmission issues to include monitoring and advising clients and business partners of alerts related to transmission issues
  • Troubleshoot basic mainframe issues as some transmission flows supported involve mainframe servers
  • Act swiftly to resolve transmission related production issues
  • Able to follow proper procedures to engage supporting technology teams for escalation• Proven experience in both problem-solving and critical thinking

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.

Job Band:

H5

Shift: 

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Your background

  • Excellent written and verbal skills (English)
  • Previous helpdesk, technical call center or command center experience
  • Familiarity and working knowledge of file transfer protocols and tools such as FTPS, SFTP, AS2, NDM, Connect: Direct, VPN
  • Familiarity and working knowledge of Splunk
  • Ability to work and manage stakeholders across business and technology groups who are based in various locations as required
  • Good technology background, ideally with experience in Unix/Linux
  • Knowledge and experience in problem and conflict management
  • Dedicated in process improvements and tool improvements to make the entire project execution more efficient and simplified
  • Experience with Gentran Integrated Suite/Mainframe will be given priority
  • Experience in dealing with and managing clients directly is a plus

What you can expect

The Data Transaction Services (DTS) – Service Desk is a global team of technologist located in AMERS, EMEA and APAC regions who provide 24 x 7 frontline support for various applications under the DTS suite of applications.

The DTS team is the first point of contact providing first call resolution of technical issues and addressing client and business partner inquiries. They are responsible for opening, closing or reassigning service requests and incidents for supported applications. Additionally, they provide critical monitoring functions. All these functions are timebound and must be completed within specific SLA's.

DTS services over 40,000 worldwide, institutional clients, private and public entities and every internal line of business. Delivering key B2B services for commercial payments, inter-banking exchanges, clearing, prime brokerage front office, account and settlement services, risk and regulatory and many others.

What you will do

  • Monitoring and first point of contact production support for Data Transaction platforms
  • Receive incoming client calls and to adhere to call ethics
  • Interacting with internal and external clients
  • Take ownership of client issues received through various channels (Phone, Email, Service Request via IT Service Management (ITSM) System of Record (SOR)
  • Maintain proper record and updates for tickets assigned and worked in ITSM SOR
  • Analyze and resolve transmission and protocol issues (Ex: FTP, FTPS, SFTP, AS2, VPN)
  • Troubleshoot and resolve transmission issues to include monitoring and advising clients and business partners of alerts related to transmission issues
  • Troubleshoot basic mainframe issues as some transmission flows supported involve mainframe servers
  • Act swiftly to resolve transmission related production issues
  • Able to follow proper procedures to engage supporting technology teams for escalation• Proven experience in both problem-solving and critical thinking

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.

Learn more about this role

Full time

JR-21042560

Band: H5

Manages People:

Manager:

Talent Acquisition Contact:

William Xu

Referral Bonus:

0

Street Address

Primary Location:
2 HARBOURFRONT PLACE, #02-01, Singapore, 098499