Banking Production Services Incident Manager

Bank of America; Chandler (AZ); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a proactive Incident Manager to enhance their incident management processes. In this pivotal role, you will oversee the lifecycle of technical incidents, ensuring swift resolution and minimal disruption to business operations. You will coordinate cross-functional teams, maintain communication with stakeholders, and continuously improve incident management practices. This is an exciting opportunity to contribute to a diverse and inclusive workplace that values your expertise and fosters professional growth. If you thrive in dynamic environments and have a passion for problem-solving, this role is perfect for you!

Qualifications

• 5 years experience in Incident Management, preferably in the Financial Industry.
• Strong understanding of IT infrastructure and network operations.

Responsibilities

• Oversee the lifecycle of technical incidents, ensuring timely resolution.
• Coordinate response efforts across teams and communicate updates to stakeholders.

Skills

Adaptability

Analytical Thinking

Production Support

Automation

Collaboration

Innovative Thinking

Result Orientation

Solution Delivery Process

Education

Bachelor's degree in a related field

Tools

ITIL

ITSM

Job description

Banking Production Services Incident Manager

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Position Summary

Responsible for overseeing the lifecycle of technical incidents within an organization, from initial engagement to resolution, by coordinating response efforts across various teams, prioritizing issues, and ensuring timely communication to stakeholders, all while aiming to minimize disruption to business operations.

Key responsibilities:

• Incident identification and escalation: Quickly identify and assess the severity of incidents, then escalate to appropriate teams as needed.
• Incident response coordination: Act as the central point of contact, coordinating response efforts across technical teams, management, and other departments.
• Communication management: Provide regular updates on incident status to relevant stakeholders, including technical teams and senior management.
• Incident documentation: Maintain detailed records of incidents, including actions taken, outcomes, and lessons learned.
• Process improvement: Continuously review and refine incident management processes to optimize efficiency and effectiveness.

Required Qualifications:

• Technical knowledge: Understanding of IT infrastructure, systems, and network operations.
• Problem-solving skills: Ability to analyze complex issues and collaborate with technical teams to develop effective solutions under pressure.
• Communication skills: Excellent verbal and written communication to effectively interact with technical teams, management, and stakeholders.
• Leadership skills: Ability to guide and coordinate cross-functional teams during incident response.
• Decision-making skills: Ability to make timely decisions in critical situations.
• Organizational skills: Strong time management skills to prioritize tasks and manage multiple incidents simultaneously.

Desired Qualifications:

• 5 years experience in Incident Management preferably with technical background in the Financial Industry.

Relevant certifications:

• ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management).

Skills:

• Adaptability
• Analytical Thinking
• Production Support
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Delivery Process

Shift:

1st shift (United States of America)

Hours Per Week:

40