Banking Production Services Incident Manager

Bank of America; Chandler (AZ); On-site; USD 85,000 - 120,000; Full time

Job summary

A leading financial institution seeks an Incident Manager to oversee and coordinate responses to major incidents within their Banking Production Services Technologies. The role requires a seasoned professional with extensive experience in incident management, capable of managing complex systems and ensuring minimal business impact. Candidates should possess strong leadership and communication skills, as well as an ITIL certification, to drive comprehensive incident resolution and promote efficient incident management practices.

Qualifications

• 5+ years experience in Incident Management, preferably in the Financial Industry.
• Strong technical background with the ability to understand complex systems.
• Excellent written and verbal communication skills.

Responsibilities

• Manage high-severity incidents and lead triage efforts.
• Coordinate incidents and communicate updates to stakeholders.
• Ensure compliance with incident management policies.

Skills

Incident Management

Technical Troubleshooting

Leadership

Communication

Analytical Thinking

Adaptability

Education

ITIL Certification

Job description

Banking Production Services Incident Manager page is loaded

Banking Production Services Incident Manager

Apply locations Chandler Richmond Plano time type Full time posted on Posted 30+ Days Ago job requisition id 25005289

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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

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:

Seeking a skilled Incident Commander responsible for overseeing and coordinating the response to major incidents. This role will provide US regional support of the Global Incident Management function for the Banking Production Services Technologies, delivering 24x7 service for 650+ Applications. Partners with global team mates to allow for seamless delivery of Incident Management Processes.

Drive to Resolution Business Impacting Incidents:

• Incident Coordination: Manage high-severity incidents by leading triage efforts, hosting bridge calls, documenting timelines and driving to resolution to ensure all business impacting incidents are resolved in a timely manner with minimal business impact
• Analysis and Mitigation: Coordinate the team to understand impacts, perform forensics, categorize, and mitigate incidents, ensuring the right experts are engaged
• Communications: Ensure all personnel know their role during incidents. Keep teams aligned and ensure regular updates to customers and internal stakeholders

Required Job Skills:

• 5+years experience in Incident Management preferably with technical background in the Financial Industry
• Experience in a Major Incident Management role
• Strong technical background with the ability to understand complex systems and troubleshoot issues
• ITIL Certification
• Assertive with strong leadership skills, quick decision-making abilities, and the capability to coordinate multiple teams and resources in real-time
• Ability to think strategically and plan for different scenarios that could occur during an incident
• Ability to run the room and fearless regarding escalation
• Ability to negotiate
• Excellent written and verbal communication skills and experience with Executive level communications
• Strong sense of accountability and ownership
• Must be proactive, enthusiastic, flexible and results driven with attention to detail
• A team player who must be able to remain calm under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision
• Capable of working across organizational boundaries in a very demanding, high-output environment

Desired Job Skills:

• Experience working in a large enterprise IT Organization
• Payments and Treasury Cash Management knowledge
• Experience with triaging mission critical systems failure and resolution
• Trained or experienced in advanced risk management/identification
• Knowledge of crisis management, disaster, and business recovery and continuity management
• Experience with postmortem processes and continuous improvement methodologies.
• Knowledge and understanding of Change policy

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

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Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity.

Regardless of the position you are interested in, the starting points to building your resume are the same:
1.Determine the job or types of jobs you want to do and research their responsibilities and qualifications.
2.Think about why you can do the job and make a list of your skills that are relative to the job.
3.Identify experiences or accomplishments that show your proficiency in the skills required for the job.
4.Summarize your abilities, accomplishments and skills into a brief, concise document.

Considerations when writing a resume
•Do be brief. Resumes should be 1-2 pages in length.
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•Don't include salary history or requirements.
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• Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.)
•Don't use italics, underlining, shadows or other fancy treatments.

Seven steps to a successful interview
1.Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?
2.Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available?
3.Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight.
4.Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down.
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6.Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease.
7.Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage.