Up to Vice President, Senior Incident Manager, Technology Infrastructure recruitment

Overview

Bank of America is one of the world's largest 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. The company provides unmatched convenience in the United States, serving more than 59 million consumer and small business relationships with more than 6,100 retail banking offices, nearly 18,700 ATMs and award-winning online banking with nearly 29 million active users. Following the acquisition of Merrill Lynch on January 1, 2009, Bank of America is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading across a broad range of asset classes serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to more than 4 million small business owners through a suite of innovative, easy-to-use online products and services. The company serves clients in more than 150 countries. Bank of America Corporation stock is a component of the Dow Jones Industrial Average and is listed on the New York Stock Exchange.

Job Description

The key part of the Global Operations Command Control support team is to provide operational major incident service across Bank of America Merrill Lynch's large and complex Trading , Payments and Treasury platforms and technology infrastructure. The purpose of this function is to manage the co-ordination and communication of major incidents and to facilitate bridge lines to service restoration within a timely manner. The intent is to reduce the overall outage duration and prevent regulatory/reputational/financial impact to the bank. The support model is aligned globally and operates as a follow the sun model for any major production issues.

KEY RESPONSIBILTIES:-

Coordinating the response to major incidents, both global and regional, with confidence, engaging internal and external support teams globally as required and ensuring recovery times are minimised.
The ability to multi-task the creation of the major incident ticket, communications and voice facilitation on a troubleshooting conference call
Being accountable as a single source for clear and accurate communication to the Application and Infrastructure colleagues, during major incidents until resolution
Maintaining and reporting on relevant time lines within the major incident ticket and SORT entry
Input assist Problem Management with the end to end processes of root cause analysis with cross technology teams and external vendors, including ensuring production of relevant Break Fix / Emergency or Planned Changes to Change Management as required
Work in partnership with the Enterprise wide Triage and Incident Management team and provide data for the team to produce comprehensive communications
Provide updates to a variety of audiences including senior and exec management level for significant/highly impactful outages.
Analysis of major incident data to produce recommendations for service improvement and handling/inputting to continuous improvement as required
Follow up on the implementation of agreed process and changes to anticipate and ideally avoid future major incidents reoccurring.
Any other duty as deemed relevant by the GOCC Manager.

Required Skills

Desired Skills