Technology Operations Specialist

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!
 

About the Role:

This position in Real-Time Communications (RTC) Operations is necessary in order to address the current volume of operational technical tasks, including vendor operations technical support and vendor governance. Technologies to support include Contact Center Operations oversight, including  Production Support of Voice Vendors, including Avaya and other related Contact Center voice portfolios.  Experience in troubleshooting Contact Center routing issues as well as engagement of Telecom Carriers for Incident escalation and resolution.  The function will also act as a Change Coordinator for various Break/Fix changes   Standards include rapid engagement of troubleshooting to manage stability and production, and in-depth problem investigation of incidents potentially caused by Vendors, including Avaya, Securelogix, and various Carriers, Network, power, or other 3rd parties. 

Job Description:

This job is responsible for the planning, development, and implementation of infrastructure solutions to meet specific deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and participating in projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

The Technology Operations Specialist responsible for support Contact  Voice telecommunications production support.

This job is responsible for performing in a L2 role, supporting break/fix production support of Contact Center technologies as well as formulating changes within the Bank’s system of record.   Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Responsibilities:

• Provide direct engagement and actively correct Contact Center issues via Incident ticket, or planned change. 
• The candidate will perform an operations technical role, including guiding technical recovery of Voice in house systems
• Leadership and Communication on outages, including reporting change related incidents
• Manages stability, resiliency, reliability, and performance of supported systems
• Fulfills requests from business users and operations and communicates technical status updates with appropriate teams
• Supports change implementations, proactively identifies potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
• Provides release support when needed and manages engagement across audiences
• Provide on-call rotational support, including off-hours support, during weeknights, Saturdays, and Sundays and on holidays as required

Required Qualifications

• 5+ years of Voice Telecom experience, including working with Avaya and.or other contact center vendors T
• Previous knowledge and work experience across the Bank in a technical support role consider “a plus”
• Experience in working with Vendors and Carriers on service issues, SLAs
• Technical background in applicable technologies, including “hands on” support. Technologies include: Avaya and related technologies—Call Routing, incident ticket engagement and correction.
• Remedy and/or ServiceNow Experience
• Solid time management skills, high productivity
• Willingness to provide on-call rotational support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

Desired Qualifications:

• Familiarity with Broadcast Events, including Broadcast Team
• Linux Service Administration
• Experience with Executive Support

Skills:

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

Shift:

Hours Per Week: 

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