Director, Global Banking, Senior Application Support Manager, Application Production Services & Engineering

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. 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!

Job Description:
The Global Banking application production support team is looking for a senior application support manager to lead the Global Payment support team in India Mumbai to maintain stability of production applications in a constant changing environment.

Responsibilities:

• Provide leadership to India application support team in delivering SME (expert level) production support for India payment applications.
• Sets strategic guidance, analysis, operational oversight over the management of India application production environments.
• Partner with the Global Banking Application Production Support, Application Development, Application Infrastructure Engineering, Platform Engineering/Architecture and other infrastructure teams to design/improve resiliency and stability of end-to-end environment to meet business objectives.
• Provide consultancy to downstream applications in India branches.
• Liaison with Business Users in problem determination, communication, and resolution.
• Performing root cause analysis for recurring problems by partnering with other teams to develop long-term resolutions, including implementing preventative measures to minimize problems and production outages.
• Resolving and documenting incident and service tickets in a timely manner according to Service Level Agreements (SLAs) or assigned completion dates.
• Provide India stability metrics and reporting for global management.
• Support triage for escalated issues.

Your Background:

• Minimum of 10+ years with hands-on experience in application support in the banking and finance industry.
• Strong background in UNIX, Linux, Wintel, Perl/Shell scripting, as well as ability to write SQL to extract, Oracle databases and JAVA.
• Proven leadership experience, ability to motivate teams and drive execution, with performance driven with the necessary intensity and optimism to succeed and deliver.
• Excellent communication (both written and oral) / interpersonal skills, confident and effective/ calm communicator in both technical and business forums with the ability to influence.
• Able to work well with people from various background and able to appreciate differences in the diverse environment.
• Ability to understand complex system interactions and break down into components and interface to enumerate failure scenario.
• Strong problem root cause diagnosis skills and desire to learn products, applications and technology.
• Experience in working with technical counterparts from different time zones.
• Incident management experience and ability to manage senior stakeholders through an issue.
• Highly motivated, creative, analytical thinker with excellent documentation skills.
• Strong business partnership skills – Able to build broad-based business relationships across the organization and skillfully influences colleagues to collaborate and promote ideas.
• Experience using Industry standard monitoring and ticketing tools like Remedy and Dynatrace.

Desired Skills:

• Experienced in working with central bank / clearing house technical team is a definite advantage.
• Experienced in engagement with senior management, ability to shape opinions and actions of key stakeholders, gaining their trust and commitment to the desired outcome.
• Understanding Payment / Transactional processing.
• ITIL processes knowledge: Incident Management, Request Management, and Problem Management.
• Six Sigma / LEAN / Agile / Project management methodology experience will be beneficial but not required.