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Technology Services Lead - 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

EET DEVEX-SPT Production Support group is the support partner for the EET DEVEX-SPT horizontal which provides SDLC automation services to the whole of Bank of America’s technology verticals. This group supports multiple SDLC platforms and custom applications working across different locations in India, US and Mexico.

Job Description

This position is provide L3 support for the Pega and APPIAN BPM platforms. This individual will provide support for applications that are providing critical business functions such as Collections, Stop Payment, AML, and Compliance instrumentation. BPM support personnel will also be engage in support of SDM releases for these applications and proactive engagement into BPM projects with the EET DEVEX-SPT CIO team.

Responsibilities

  • Aim to provide stability across the EET DEVEX-SPT BPM applications and supporting infrastructure. Our primary goal is to Drive Operational Excellence while maintaining the health of the applications for our customers. Services Include:
  • Incident Management – partnering with L2 (SysOps) Support Team to ensure application availability and stability 24 x 7. Should be available for weekend oncall support and holiday support (on rotational basis)
  • Problem Management – responsible for the lifecycle of problem tickets; including prioritization, root cause analysis, corrective actions (code development, testing, implementation and communication), and post problem management
  • Change Support – partnering with L1 (TechOps) support team; responsible for service provider engagement, product and environment upgrades/maintenance, and disaster recovery exercise participation
  • Metrics and Reporting – standard incident, problem, and stability reporting
  • Effectively troubleshoot technical issues as they APPIANe during the project lifecycle
  • Tracking and reporting service levels for application development, maintenance, and production support
  • Troubleshoot, diagnose and resolve incidents/problems and outages of production environments.
  • Demonstrate technical knowledge by mentoring junior team members on on-going basis Provide level 3 in-depth analysis of application and system errors and performance issues
  • Ownership of problem root cause analysis and remediation
  • Chronic issue investigation for critical application issues
  • Lead proactive monitoring review and implementation
  • Works with engineering, sustain development, and/or infrastructure teams to implement break fix changes, code updates, config changes, and product enhancements in production.
  • Proactive application stability analysis – investigate performance concerns, error analysis, improve maintenance processes, automation, and resolution of open issues

Requirements

  • Education: B. E, B. Tech
  • Certifications If Any: NA
  • Experience Range: 8 to 10 years
  • Foundational Skills:
  • Pega Support skills
  • 8+ years of total experience in J2EE and PRPC 2+ years in PRPC
  • Pega Certified System Architect or equivalent knowledge and experience preferred
  • Strong understanding of Pega and BPM ( Business Process Management platforms)
  • Hands on experience in Pega 6x / Pega 7 development and support
  • Experience in various rules and features like Flows, Activities, User Interface, Flow Actions, Agents, SLA, Correspondence, Single-Sign-On, External Authentication, PRPC Security, Reports, Listeners (File, MQ), Connectors, REST and SOAP Services etc
  • Knowledge in full PRPC implementation cycle including enterprise Class Structure design and Rulesets design
  • Java/J2EE background for plug-in development • Knowledge and experience supporting applications in Cloud and Virtual server based environments
  • Basic knowledge of Oracle and SQL is required
  • 8+ years technical Systems architecture & design
  • 8+ years’ experience with Linux Shell scripting , Perl, and/or Powershell scripting

Desired Skills

  • Java Debugging skills and ability to analyze thread and heap dumps.
  • Ability to triage application issues related to infrastructure components such as SAN, Network, and OS.

Work Timings: 11:30 AM to 8:30 PM

Job Location: Chennai

Learn more about this role

Full time

JR-25024004

Manages People:

Street Address

Primary Location:
Block 2dt Taramani, Chennai, 600113