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Technical Analyst II - GBS IND

Chennai, , India;

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.  Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

 Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations. Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation. In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview*

We are L2 Support and Triage team, operationally-focused on identifying potential areas of application instability and the initial issue characterization. We are Responsible for analysis of application/system/network diagnostic data with an eye toward more proactively identifying client impacting instability. Characterize and escalate any potential, or confirmed, client impacting events across Consumer & GWIM and participate in Incident Management Triage efforts. Perform impact assessments, and metrics reporting across a number of key platforms.

Job Description*

Individual will be responsible for handling Incident Management, Lead Technical conference calls for the incident and taking complete ownership of any issues that comes in Consumer & Wealth environment. The individual should have good knowledge in Monitoring tools and should have good understanding of Dot Net, Java Websphere, Internet Information Server (IIS), JVMs


Provide L2 Production support for Digital Banking (Consumer & Wealth) Online applications. Troubleshoot application integration/infrastructure issues in an enterprise wide Windows environment. Lead Triage calls and update Incident tools and communicate it to Senior Management.

-             Initial level investigation of any new issue in the environment using logs and monitoring tools (Splunk, Dynatrace etc...)

-              Lead from front in order manage production outage (Incident / Problem Management) and ensure proper communications are sent out in time

-             This is an individual contributor role, fully competent to work for online outages

-             End-to-end responsibility of any Client facing issue in Consumer & GWIM Online space.

-             Proactively identifying areas of improvements, potential risk and drive until closure.

-             Understanding of Incident and Problem Management processes.

-             Responsible for involving the various teams in issue bridge line, sending the timely communication updates to concerned stakeholders.


  • Education* - UG/PG Degree, Good in communication
  • Certifications If Any
  • Experience Range* - 4-8 years

Foundational skills: -.

Incident Management, ITIL, IIS knowledge, Monitoring/Application Support

Desired skills*-

  • Basic knowledge of .NET/Java, Basic knowledge on Infrastructure
  • Excellent communication skills is essential.
  • Knowledge in Remedy tool, log analysis is added advantage

  • Soft skills: Strong oral and written communications. Ability to effectively communicate within a multi-disciplined team, often across various locations and time zones.

Work Timings* - 14/7 support including Weekends. Rotational shift every week.

Shift Timing (IST):

Shift 1: 7:30 AM – 4.30 PM

Shift 2: 10:30 AM – 7:30 PM

Weekends: 7:30 AM – 5:30 PM

Job Location* - Chennai, Hyderabad

Learn more about this role

Full time


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