Production Services Lead - Business Continuity Consultant

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 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:
This job is responsible for monitoring and/or running the day-to-day operations of critical line of business technology platforms and/or business continuity. Key responsibilities include providing problem/incident management, maintaining operational readiness, supporting associates, change management, reviewing, and quality auditing, and supporting communication deliverables. Job expectations include coordinating across operational and support partners to resolve time sensitive and client facing issues, escalating and opening incident tickets or working a queue of pending requests.

Responsibilities:Proactively monitoring emails, Line of Business chats (Mattermost) and the ICM Hotline to identify/triage issues impacting our contact centers. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical and operations principles, concepts and techniques. Gather and analyze information about impacting issues or events to provide a clear picture of the impacts to production support teams as needed, including creating incident tickets, opening bridge lines, engaging support teams, and initiating triage efforts. This role will also be accountable for effectively communicating relevant information with our supported groups that includes senior leaders. Team with technical partners to restore stability as quickly as possible by asking probing questions, scanning across the environment, and driving critical real time activities. Collaborates with key partners and executive management, advising of significant progress or challenges leading up to including the restoration. Act as the liaison between our supported groups and technology, providing key information about incidents to technology teams to assist with triage as well as providing direction to contact center resources about estimated restoral times and actions that should be taken to help service clients during the issue.

• Monitors and reacts to various intake and communication channels to identify issues and business needs impacting supported groups
• Gathers and analyzes information about impacting issues or incidents to provide a clear picture of the issue to production support teams as needed, including triaging issue through direct interaction with supported line of business leadership and agents
• Escalates issues impacting multiple agents and providing support for the assessment, communication, and coordination for resolution of the issue
• Leverages data to bring attention to areas of opportunity related to contact center performance
• Provides training and communications to ensure appropriate usage of technology solutions
• Leads the planning of larger scale change events including the assessment of the impacts and integration approach to the business which may include testing, training, and communication
• Engages with technology and other partners for project support, key updates and synchronization across near and long term event horizons

Required Qualifications:

• 1+ years of experience in a Business Operations and/or Technical background
• Relationship management skills (advise, influence, and consult)
• Strong analytical and problem solving skills with attention to detail, accuracy and follow up
• Excellent written and verbal communications skills
• Excellent planning, organizational, and time management skills
• Forward thinker and flexible with evolving environments
• Ability to manage multiple and sometimes competing priorities
• Confidence under pressure leading a diverse audience of technicians, business partners and/or executives

Desired