Technology Services Lead - GBS IND Chennai, India **Job Description:** Job Description **About US** 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! **Global Business Services** Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations. Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence, and innovation. In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services. **Process overview** Payment Technology Application Support various payment mechanisms like ATM, Debit Card, Zelle, Account to Account transfer. •ApplicationSupport throughIncident Management process driving towards Customer Impact mitigation, enabling great customer experience by reducing the application down time •Responsible for production support, problem and incident management, operational change, and infrastructure delivery, refresh, and upgrades •Manages the lifecycle of incidents through initial identification to mitigating customer impact, restoring environments to BAU status, and driving for permanent solution. Pursue the root cause of incidents. •Manages the problem life cycle for implementing a permanently solution. Identify, facilitate, and manage the actions to correct the known error. •Instituted Proactive Problem Management process to identify and resolve issues prior to service disruption **Job Description** Responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting and timely escalation. Responsible for break-fix activities which require reviewing Root Cause Analysis, Small Changes to Code or Debug for triage, Unit Test and Deploy in production following the release management & code deployment process. The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners like TI, Application, Other Prod Support teams like CCO, L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency. **Responsibilities** + Monitor and support applications for 100% SLA meets. + On call support + Production Ticket/Issue Triage + Preparing RCA – Root Cause Analysis (RCA) document + Partner with Application team, CCO, Level 3 support teams to resolve the issue. + Prepare and/or review Impact Analysis based on issue analysis. + Hands on experience with L1 / L2 / L3 support workload. + Write scripts to automate mundane daily BAU tasks. + Willing to provide support after office hours, weekends and stay on call when business needs. + Identify root cause in the code, perform break-fix activities in the code and/or DB. + Follow the release management and code deployment process to migrate the code changes. If any. + Consumer Banking domain experience **Requirements** Educational Qualifications **:** B.E./ B Tech / M.E./M Tech /MCA [with B.Sc., B Com, BBM]/M.Sc. (Computer Science, IT, S/W, Mathematics, Electronics, Physics, Statistics) Experience: 12 to 14 years Certifications:ITIL Foundation Certification **Foundational skills:** + Basic Networking + Java/J2EE, Microservice + Advance level Unix + Understanding on Database terminologies + Oracle Database + Production support experience + Sound working knowledge on Ms-Office and Ms-Visio + Splunk , Dynatrace tools **Desired Skills** Communication + Effective Communication – Clear, Concise & Ability to articulate Problem/Solution + Should be able to participate or conduct conference calls with tech and business users. + Good documentation skills – Required to close the tickets and/or send updates/reports to various stakeholders. + Organizational and multi-tasking skills **Work Timings:** 7:30 AM to 4:30 PM or10:30 AM – 7:30 PM **Job Location:** Chennai 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 "Know your Rights" poster, CLICK HERE (https://u.go/0As7EN) . 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.