girl looking into her desktop
Back to search results

Analyst II-Sys Admin & Support

Gurugram, , India;

Job Description:

Overview

Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.

Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.

* BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview

Core Technology Infrastructure (CTI), part of the Global Technology & Operations organization, consists of more than 6,600 employees worldwide. With a presence in more than 35 countries, CTI designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. CTI delivers industry-leading infrastructure products and services to the company’s employees, customers and clients around the world.

Job Description

This role requires candidate to perform a center of excellence role for Trader Voice and Voice Recording platforms working closing with vendors and internal teams. This role requires execution of the end to end patching quality control including: scheduling, coordination, playback and check out process.

Responsibilities

  • Change management activities include:
    • Scheduling vendor resources to perform work during off-hours
    • Reviewing change to ensure proper documentation, due diligence, and change rigor in place within system of record
    • Arrange and participate in peer change review
    • Manage change escalations and approval process as required by an Incident or Change Condition
    • Ensure all changes follow the prescribed change process
    • Ensure quality control within the change documentation
    • Ensure all required parties are engaged via a CRQ or a support task
  • Pro-active tasks related to system monitoring include:
    • Reviewing alerts and/or events with team monitoring the system
    • Assessing actions taken to resolve alert/events; impact to ability to record or playback
    • Development of SPLUNK reporting/dashboards a plus
  • Incident management activities include:
    • Operational ownership of incident during triage
    • Escalation to appropriate teams and vendors
    • Communication to leadership
    • Resolution of complex and urgent issues
    • Drive and manage RCA delivery by vendors
    • Oversee break/fix timeline, escalate, and ensure test plan is executed fully
    • Ensure incidents are closed within SLA
  • Problem management activities include:
    • Review and complete post implementation review forms with the team post a failed change.
    • Ensure all support staff related to change is properly aligned with all information needed to successfully implement change
    • Drive vendor and support partners to ensure problem records are executed in a timely manner
  • Processes activities include:
    • Probe all processes to ensure any and all operational and risk gaps are identified and addressed in a timely manner
    • Propose new streamlined processes
    • Ensure all processes are properly documented and all updates are recorded accordingly on SharePoint / Shared Drive
    • Ensure all parties of interest are aware of any process changes
  • Capacity Management
    • Review capacity reports with team members and vendors
    • Address any capacity deficiencies by engaging equivalent process
    • Ensure capacity reports are functioning as expected
    • Propose new and improved ways to provide reporting capability through additional automation

Requirements

  • Education

Engineering Graduate (any)

  • Certifications, if any
  • ITIL, good to have

  • Experience Range
  • 4-6 years of experience in IT domain

  • Foundational skills
  • Nice L2 Support (Nice NTR, 6.7.1 Systems), Remedy Incident and Change Management
  • Minimum 3 years operational engineering expertise with Voice Recording, Trader Voice and Enterprise Voice product
  • Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and/or work history
  • Expertise in NICE Voice Recorder and IPC Trading platform, key differentiator 
  • Working knowledge of Voice Applications, a must

  • Desired skills
  • MySQL, SQL, DB Scripting
  • Experience working in the financial or banking industry, a plus
  • Excellent written and verbal communication skills
  • Able to coach others during troubleshooting activities
  • Strong risk management skills; able to understand urgency, and assess impact
  • Ability to work in a highly visible environment
  • Understand concept of operational excellence and strive to improve environment
  • Strong inter-personal skills; able to work both independently and in a team environment
  • Ability to provide direction and leadership during troubleshooting calls

  • Work Timings

6:30 Am - 3;30 PM, 2:30 PM - 11:30 PM, 10PM - 7 AM

(3 shifts including a night shift on a Rotational basis)

  • Location
    • Gurugram, Mumbai, Giftcity Chennai, Hyderabad

Job Band:

H6

Shift: 

Hours Per Week:

45

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Overview

Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.

Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.

* BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview

Core Technology Infrastructure (CTI), part of the Global Technology & Operations organization, consists of more than 6,600 employees worldwide. With a presence in more than 35 countries, CTI designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. CTI delivers industry-leading infrastructure products and services to the company’s employees, customers and clients around the world.

Job Description

This role requires candidate to perform a center of excellence role for Trader Voice and Voice Recording platforms working closing with vendors and internal teams. This role requires execution of the end to end patching quality control including: scheduling, coordination, playback and check out process.

Responsibilities

  • Change management activities include:
    • Scheduling vendor resources to perform work during off-hours
    • Reviewing change to ensure proper documentation, due diligence, and change rigor in place within system of record
    • Arrange and participate in peer change review
    • Manage change escalations and approval process as required by an Incident or Change Condition
    • Ensure all changes follow the prescribed change process
    • Ensure quality control within the change documentation
    • Ensure all required parties are engaged via a CRQ or a support task
  • Pro-active tasks related to system monitoring include:
    • Reviewing alerts and/or events with team monitoring the system
    • Assessing actions taken to resolve alert/events; impact to ability to record or playback
    • Development of SPLUNK reporting/dashboards a plus
  • Incident management activities include:
    • Operational ownership of incident during triage
    • Escalation to appropriate teams and vendors
    • Communication to leadership
    • Resolution of complex and urgent issues
    • Drive and manage RCA delivery by vendors
    • Oversee break/fix timeline, escalate, and ensure test plan is executed fully
    • Ensure incidents are closed within SLA
  • Problem management activities include:
    • Review and complete post implementation review forms with the team post a failed change.
    • Ensure all support staff related to change is properly aligned with all information needed to successfully implement change
    • Drive vendor and support partners to ensure problem records are executed in a timely manner
  • Processes activities include:
    • Probe all processes to ensure any and all operational and risk gaps are identified and addressed in a timely manner
    • Propose new streamlined processes
    • Ensure all processes are properly documented and all updates are recorded accordingly on SharePoint / Shared Drive
    • Ensure all parties of interest are aware of any process changes
  • Capacity Management
    • Review capacity reports with team members and vendors
    • Address any capacity deficiencies by engaging equivalent process
    • Ensure capacity reports are functioning as expected
    • Propose new and improved ways to provide reporting capability through additional automation

Requirements

  • Education

Engineering Graduate (any)

  • Certifications, if any
  • ITIL, good to have

  • Experience Range
  • 4-6 years of experience in IT domain

  • Foundational skills
  • Nice L2 Support (Nice NTR, 6.7.1 Systems), Remedy Incident and Change Management
  • Minimum 3 years operational engineering expertise with Voice Recording, Trader Voice and Enterprise Voice product
  • Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and/or work history
  • Expertise in NICE Voice Recorder and IPC Trading platform, key differentiator 
  • Working knowledge of Voice Applications, a must

  • Desired skills
  • MySQL, SQL, DB Scripting
  • Experience working in the financial or banking industry, a plus
  • Excellent written and verbal communication skills
  • Able to coach others during troubleshooting activities
  • Strong risk management skills; able to understand urgency, and assess impact
  • Ability to work in a highly visible environment
  • Understand concept of operational excellence and strive to improve environment
  • Strong inter-personal skills; able to work both independently and in a team environment
  • Ability to provide direction and leadership during troubleshooting calls

  • Work Timings

6:30 Am - 3;30 PM, 2:30 PM - 11:30 PM, 10PM - 7 AM

(3 shifts including a night shift on a Rotational basis)

  • Location
    • Gurugram, Mumbai, Giftcity Chennai, Hyderabad

Learn more about this role

Full time

JR-22033964

Band: H6

Manages People:

Manager:

Talent Acquisition Contact:

Gouthami Gangam (On Leave)

Referral Bonus:

0