Technology Operations Specialist

Richmond, Virginia

Job Description:

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!

Position Summary:

Our department (CFPT PAMT EIM) Payment/Merchant, Event Incident Management (EIM) is responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to the Bank of America Customer Facing Platform Technology (CFPT) CTO. This includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer.

Responsibilities include, but not limited to:

• Use of monitoring tools to proactively identify and research potential production incidents.

• Respond to alerts regarding potential production incidents.

• Escalate to advanced support as needed for problem resolution.

• Perform trending and analysis using monitoring tools and reports to proactively identify and address potential issues prior to production impact.

• Perform all environment routing, cycling, and implementation of splash pages.

• Partner with Change Operations to support all Change implementations and proactively identify potential issues resulting from the changes.

• Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.

• Execute procedures reliably and escalate appropriately to solve incidents quickly.

• Manages stability, resiliency, reliability, and performance of supported systems

• Fulfills requests from business users and operations and communicates technical status updates with appropriate teams

• Captures and translates business requirements into infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment

• Supports change implementations, proactively identifies potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications

• Provides release support when needed and manages engagement across audiences

• Provides full lifecycle management of the infrastructure and application environments

Required Qualifications:

• 5 years' experience in IT production support or equivalent.

• 1+ year of experience in Splunk, SiteScope, Tivoli Netcool/Web GUI,

• Experience with HVD, Windows

• Experience in a large IT production support environment

• Basic understanding/exposure to ITIL/ITSM.

• Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems.

• Proven team player who can work comfortably in a multicultural environment.

• Proven ability to work independently, multitask and effectively work in a complex environment with a global team structure.

• Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.

• Must be pro-active, enthusiastic, flexible, results driven with attention to detail.

• Ability to work in non-contiguous shifts including weekend days.

Desired Qualifications:

• ITIL Foundation/Intermediary certification

• Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management

Skills:

• Innovative Thinking

• Production Support

• Result Orientation

• Risk Management

• Solution Design

• Adaptability

• Analytical Thinking

• Collaboration

• Influence

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.