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Assistant Vice President, Production Services Analyst, Chief Technology Organization

Singapore, , Singapore

Job Description:

Your background

  • At least 2-5 years of Banking or Financial Institution working experience in Technology
  • An understanding of Technology Infrastructure, with basic understanding of Windows, Unix, Cloud Technology and Network
  • 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
  • Operational support experience
  • Have a flexible and 'can do' attitude and a sense of initiative with the ability to learn fast and deal calmly with situations
  • Good verbal and written communication skills
  • Working Experience of Microsoft Products (Outlook, Word, Excel)
  • Knowledge of Remedy or a similar Service Management tool
  • Knowledge of monitoring tools
  • An understanding of ITIL certifications

What you can expect

We are looking to recruit a Production Services Senior Analyst for the Singapore office. This is part of a global structure across a 3 site model to ensure 24/7 coverage. Candidate will be accountable for performing operational excellence by detecting, predicting and preventing customer and business impacting technology incidents and to restore service as quickly as possible when disruptions do occur.  The position provides 24x7 support for technical questions and procedural inquiries and has a 12 hours shift pattern of alternating 4 and 3 days work week (example: Week 1: Mon-Tue, Fri-Sat. Week 2: Wed-Thu, Sun).

What you will do

  • Customer Sentiment Monitoring
    • Pro-actively monitor and utilize customer reports to escalate potential issues to support teams
    • Communicate up to senior management level for confirmed impacting incidents
    • Review and approve access requests across multiple platforms and support teams, cloud, server, network, storage, ATM
  • Business as Usual
    • Actively monitor and react to alerts presented in Service and Event dashboards
    • Perform assessment of alert conditions to understand actions
    • Communicate appropriately with customers, management and technical support teams
    • Identify possible production failure scenarios through monitoring of IT Services and react to the failure according to business impact
    • Performing troubleshooting analysis, research and resolutions for repeatable issues
    • Provision elevated access for Infrastructure devices
    • Follow appropriate escalation procedures, SLA’s, and policies regarding management notification
    • Ensure that all previously resolved problems have been documented with any required follow up activities and/or recommendations to avoid and reduce problems in the future
    • Perform succinct and comprehensive turnover for service continuity
    • Work effectively as team member when problems require a group effort. Ensure all general policies and procedures are adhered to
    • Looking for process efficiencies and automation opportunities
    • Actively engaged in the success of the team and delivering for our Customers

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:

H6

Shift: 

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Your background

  • At least 2-5 years of Banking or Financial Institution working experience in Technology
  • An understanding of Technology Infrastructure, with basic understanding of Windows, Unix, Cloud Technology and Network
  • 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
  • Operational support experience
  • Have a flexible and 'can do' attitude and a sense of initiative with the ability to learn fast and deal calmly with situations
  • Good verbal and written communication skills
  • Working Experience of Microsoft Products (Outlook, Word, Excel)
  • Knowledge of Remedy or a similar Service Management tool
  • Knowledge of monitoring tools
  • An understanding of ITIL certifications

What you can expect

We are looking to recruit a Production Services Senior Analyst for the Singapore office. This is part of a global structure across a 3 site model to ensure 24/7 coverage. Candidate will be accountable for performing operational excellence by detecting, predicting and preventing customer and business impacting technology incidents and to restore service as quickly as possible when disruptions do occur.  The position provides 24x7 support for technical questions and procedural inquiries and has a 12 hours shift pattern of alternating 4 and 3 days work week (example: Week 1: Mon-Tue, Fri-Sat. Week 2: Wed-Thu, Sun).

What you will do

  • Customer Sentiment Monitoring
    • Pro-actively monitor and utilize customer reports to escalate potential issues to support teams
    • Communicate up to senior management level for confirmed impacting incidents
    • Review and approve access requests across multiple platforms and support teams, cloud, server, network, storage, ATM
  • Business as Usual
    • Actively monitor and react to alerts presented in Service and Event dashboards
    • Perform assessment of alert conditions to understand actions
    • Communicate appropriately with customers, management and technical support teams
    • Identify possible production failure scenarios through monitoring of IT Services and react to the failure according to business impact
    • Performing troubleshooting analysis, research and resolutions for repeatable issues
    • Provision elevated access for Infrastructure devices
    • Follow appropriate escalation procedures, SLA’s, and policies regarding management notification
    • Ensure that all previously resolved problems have been documented with any required follow up activities and/or recommendations to avoid and reduce problems in the future
    • Perform succinct and comprehensive turnover for service continuity
    • Work effectively as team member when problems require a group effort. Ensure all general policies and procedures are adhered to
    • Looking for process efficiencies and automation opportunities
    • Actively engaged in the success of the team and delivering for our Customers

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-21051324

Band: H6

Manages People:

Manager:

Talent Acquisition Contact:

Marion Cecile Gouilly (グイー マリオン セシル)

Referral Bonus:

0

Street Address

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