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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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 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.

Responsibilities:

• Manages stability, resiliency, reliability, and performance of supported systems
• Fulfills requests from business users and operations and communicates technical status updates with appropriate teams
• Captures and translates business requirements into infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
• 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
• Provides full lifecycle management of the infrastructure and application environments

Required Qualifications

• Standard electronic communications, ability to incident manage multiple incidents at once, vendor management, familiarity with audio/visual products and system, advocacy for Bank of America clients with partnering vendors, reviewing of documentation for new projects
• Ability to communicate effectively to multiple audiences (clients, managers, engineers, vendors, project managers and executive stakeholders) via voice, chat and email.
• Management of incidents related to audiovisual systems, products, devices and designs from ticket reception to ticket closure
• Engagement of vendors and management of items requested by vendor. This can involve direct communication with the technician during the actual dispatch and may involve prolonged partnership to ensure a successful outcome.
• Prioritize executive-level and widespread issues so that they met get resolved quickly.
• Engage with problem coordinators, engineers and product managers to assist with larger problems within the environment.
• Documentation review of new projects involving brand new or upgraded conferencing centers, spaces and signage areas.
• Forthcoming engagement with management on ad-hoc requests.
• Knowledge of audiovisual systems, Telepresence usage and basic understanding of IP networks.

Desired Qualifications

• Familiarity with Crestron, Cisco Telepresence, Biamp products. Ability to troubleshoot audiovisual conferencing systems and read 'as-builts', rudimentary network exposure (IP addresses, MAC addresses, host names, domain names, etc.)
• Familiarity with audiovisual diagrams (“as-builts”)
• Knowledge of Crestron devices and software (Toolbox and Fusion, specifically)
• Ability to use Remedy and Service Now to address tickets and Work Orders
• Knowledge of Biamp devices and Tesira software
• Knowledge of Cisco Telepresence and Control Hub software.
• Splunk experience
• Comfortability on using Co-Pilot
• Certifications related to the audiovisual and Telepresence industries (CTS or CCNA)
• Basic knowledge of the Downtown Charlotte area/campus

Skills:

• Innovative Thinking
• Production Support
• Result Orientation
• Risk Management
• Solution Design
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery Process
• Architecture
• Automation
• DevOps Practices
• Project Management
• Stakeholder Management

Shift:

Hours Per Week: