girl looking into her desktop
Back to search results

Incident Management Production Services Specialist II

Chester, , United Kingdom

Job Description:

Job Title: Incident Management Production Services Specialist II

Corporate Title: Assistant Vice President

Location: Chester

Bank of America:

We are a financial services company offering a wide array of opportunities across many functions. Our focus on the financial success of our clients – individuals, companies and institutional investors – shapes the way that we organize ourselves and run our business.

Global Technology delivers technology services globally across the bank’s eight lines of business that serve individuals, companies and institutions. The team also focuses on digital banking, payments, infrastructure, data management and technology that enhances cyber security, and risk and capital management.

Innovation is at the heart of all Global Technology does. As a member of Global Tech, you will use leading technologies such as robotics and artificial intelligence, as well as improved processes, to build our business. The team has replaced core platforms and simplified its infrastructure to improve speed to market. Its private cloud provides an environment that is scalable and secure. Global Tech uses data and analytics to enhance service, provide solutions and deepen relationships.

Host Business Incident Bridge when required and engage 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. Provide high quality updates in Incident Bridge board Monitoring Triage Orchestration to ensure that incidents are being managed appropriately and making adequate traction given impact and urgency and alert executive stakeholders of possible escalations from high impact incidents Helps document new processes/procedure based on changes/initiatives Ability to successfully manage multiple moderately complex tasks concurrently. Assumes authoritative voice for communicating status of major and significant incidents Ability to communicate clearly and concisely both verbally and written Able to understand technical terms and relay it in business terms. Gather comprehensive business impact information from a wide variety of sources and contacts, with speed and accuracy Moderate level of proficiency in use of MS Office products

The Team:

Command Center Incident Management is at the forefront of protecting IT Service Availability for Bank of America. The team is based in Chester and working with a global team in Singapore and the US.

This team is the primary interface for all line of business application and infrastructure operations functions within Foundational Services organization. 

We initiate incident triage activities, provides end to end management to ensure an effective and efficient incident triage process.

Lots of opportunities to learn about the different lines of business, technology and ITIL.

Core Skills:

Experience/understanding of technology infrastructure and/or Networks. Incident Management experience or process knowledge.

Use of Service Management tools such as Remedy.

Excellent written and oral communication skills required 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. Sense of urgency with the ability to understand technical information and relay it in  business terms Very 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 Can comfortably represent function and present to Executive Management and partners well with others

Additional Information

The position provides 24x7 support for technical questions and procedural inquiries and has a Rotational Shift Pattern schedule of:  07:00 – 16:00 and Sun – Thurs, Tues – Sat. 40 hours per week

Bank of America:

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:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: Incident Management Production Services Specialist II

Corporate Title: Assistant Vice President

Location: Chester

Bank of America:

We are a financial services company offering a wide array of opportunities across many functions. Our focus on the financial success of our clients – individuals, companies and institutional investors – shapes the way that we organize ourselves and run our business.

Global Technology delivers technology services globally across the bank’s eight lines of business that serve individuals, companies and institutions. The team also focuses on digital banking, payments, infrastructure, data management and technology that enhances cyber security, and risk and capital management.

Innovation is at the heart of all Global Technology does. As a member of Global Tech, you will use leading technologies such as robotics and artificial intelligence, as well as improved processes, to build our business. The team has replaced core platforms and simplified its infrastructure to improve speed to market. Its private cloud provides an environment that is scalable and secure. Global Tech uses data and analytics to enhance service, provide solutions and deepen relationships.

Host Business Incident Bridge when required and engage 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. Provide high quality updates in Incident Bridge board Monitoring Triage Orchestration to ensure that incidents are being managed appropriately and making adequate traction given impact and urgency and alert executive stakeholders of possible escalations from high impact incidents Helps document new processes/procedure based on changes/initiatives Ability to successfully manage multiple moderately complex tasks concurrently. Assumes authoritative voice for communicating status of major and significant incidents Ability to communicate clearly and concisely both verbally and written Able to understand technical terms and relay it in business terms. Gather comprehensive business impact information from a wide variety of sources and contacts, with speed and accuracy Moderate level of proficiency in use of MS Office products

The Team:

Command Center Incident Management is at the forefront of protecting IT Service Availability for Bank of America. The team is based in Chester and working with a global team in Singapore and the US.

This team is the primary interface for all line of business application and infrastructure operations functions within Foundational Services organization. 

We initiate incident triage activities, provides end to end management to ensure an effective and efficient incident triage process.

Lots of opportunities to learn about the different lines of business, technology and ITIL.

Core Skills:

Experience/understanding of technology infrastructure and/or Networks. Incident Management experience or process knowledge.

Use of Service Management tools such as Remedy.

Excellent written and oral communication skills required 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. Sense of urgency with the ability to understand technical information and relay it in  business terms Very 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 Can comfortably represent function and present to Executive Management and partners well with others

Additional Information

The position provides 24x7 support for technical questions and procedural inquiries and has a Rotational Shift Pattern schedule of:  07:00 – 16:00 and Sun – Thurs, Tues – Sat. 40 hours per week

Bank of America:

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-22082575

Band: H5

Manages People:

Manager:

Talent Acquisition Contact:

Radley Barco

Referral Bonus:

0

Street Address

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