Production Services Specialist - GBS IND

Job Description:

Overview (Bank of America overview, BA Continuum India overview, Business 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 all Bank of America lines of business (LOB) and enterprise functions. Global Business Services also oversees the firm’s technology resourcing vendors.

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.

Job Description

Individual software professional will get an opportunity to work with Contact Center Voice Production Support team on various technologies like Java, VXML,SCXML etc., and tools like Splunk, Introscope, App Dynamic, Genesys, IVR  etc.,. The primary responsibility is to ensure application stability and availability, incident management, Release support and to drive continuous process improvements and innovation to bring down cost of IT operations.

The ideal candidate must be highly self-motivated, proactive, attention to detail, good mentor & leader with strong communication & management skills to interact with partners and Other Prod Support teams like L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.

Responsibilities

• Production application incident management
• Production problem research and issue resolution
• Sev3 problem ticket tracking and closure activities
• Review production changes, setup/update monitoring for changes
• Improve application stability and reduce noise/errors
• Release & deployment support
• Communicate with peers and supervisors routinely, document work, meetings, and decisions

Requirements

Education: B.E. / B. Tech/M.E. /M. Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)

Certifications, If Any: Not Mandatory (Genesys Certifications is a definite Plus)

Experience Range: 3-7 Years (based on the Band/Sub-band requirements)

Mandatory skills: VXML, JAVA, JAVA SCRIPT, Genesys, Avaya, Aspect

Technology

• Extensive experience in with Genesys Call routing using IRD and Composer (SCXML).
• ECMA Script/ JAVA Script / XML / VXML
• Genesys Framework 8.X , Aspect, UIP
• Experience with user administration on Genesys
• Interactive Voice Response (IVR) systems mainly GVP.

Programming Languages & Tools

• Programming knowledge of Java, VXML etc.
• Good understanding of SDLC process
• Understanding of regular expressions.
• Ability to understand SCXML is a definite plus.
• Ability to understand and analyze GVP logs(RM and MCP) to identify issues.
• Understanding of Linux and Unix environment & commands -Required to effectively work on the issues
• Should have excellent analytical and problem solving skills
• Good documentation skills – Required to close the tickets and/or send updates/reports to various stakeholders
• Organizational and Multi-tasking skills

Desired skills:

• Genesys, GVP, Splunk, App Dynamics

Work Timings: General Shift (10:30 a.m. to 07:30 p.m.)

Job Location: Chennai/Hyderabad/Gurugram/Mumbai