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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

Job Description:

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). 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:

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 in order 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.
• Develop procedures for trouble shooting and possible resolution of issues.
• Execute procedures reliably and escalate appropriately to solve incidents quickly

Required Skills:

• Proven team player who can work comfortably in a multicultural environment.
• Proven ability to work independently, multi-task 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.
• Knowledge of Splunk, Introscope, Sitescope, Tivoli Netcool/WebGUI, Catchpoint
• Experience with Java Virtual Machine, Unix/Linux OS, Windows, MQ, OOS/Webmethods
• Experience in a large IT production support environment

• Basic understanding/exposure to ITIL/ITSM.

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

Education and Experience

• Typically has 5-8 years' experience in IT production support or equivalent.
• Less than 5 years' experience are encouraged to apply, if they have sufficient familiarity with the subject to know basic principles and terminology and have a basic knowledge of a technology financial system/architecture
• Familiarity with AI framework, models and tools would be an added advantage

Desired Skills:

• Proficient to work fairly independently on the most complex projects, and often on multiple phases.
• Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems.
• Often responsible for the completion of a phase of a project.
• Provides guidance and checks the work of less experienced associates.