1+ months

Problem Manager - Global Markets Tech

Jersey City, NJ 07308
**Job Description:**

Leads a large project or multiple projects that are significant in scope and impact. Works independently, with limited direction, and is evaluated through end results. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of a technical environment which meets current and anticipated business requirements and objectives. Participates with Technology management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as a single point of contact and the escalation point between the client/business area and internal management for the resolution of unresolved problems, complaints and complex service requests. Provides the client areas with technology products and service alternatives that improve the support delivery process. employees in this job code do not manage people. This job code is only to be used for Employees supporting Global Markets.

This role is responsible for facilitating the investigation, diagnosis, and resolution of problem records.

**Key Responsibilities:**

+ Responsible for improving application stability and resiliency across the organization by reducing incident volumes.

+ Responsible for reducing the volume of errors introduced into the environment via the Technical Change and Release Processes.

+ Oversee the day to day activities within the Problem Management Processes

+ Responsible for owning and leading problems throughout their lifecycle per the Problem Management process.

+ Responsible for assessment related to prioritization and escalation of problem records, support team engagement, and decision making during Root Cause Analysis and implementation of resolution activities

+ Provide training and guidance to new department team members to facilitate knowledge sharing and cross training

+ Design initiatives for Problem Management tooling improvements and translate them into business requirements for the platform development team

+ Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology

+ Review and participate in the Daily Status Review ensuring appropriate root cause, business impact and next steps are documented following a Major Incident.

+ Perform operational duties to comply with key controls for internal and/or external audit requests.

+ Responsible for continuous improvement of the overall Problem Management process and communication.

+ Responsible for producing, maintaining and distributing problem reports for critical business and IT services.

**Experience Required:**

Background in Global Markets Technology Equities, Fixed Income, Middle Office

Thorough understanding of ITIL service processes with deep knowledge of the various ITSM Stages, including, but not limited to: Incident Management, Problem Management, and Change Management

Practical experience in writing plain English technical root cause analysis reports for all levels of management

Experience performing Problem Management activities including, but not limited to:

+ Facilitating root cause analysis meetings

+ Escalating concerns with compliance to the Problem Management Process

+ Holding Subject Matter Experts to date commitments for Known Errors and tasks

+ Data analytics to identify common themes

**Posting Date** : 10/11/2019

**Location** :

Jersey City, NJ, 101 HUDSON ST (NJ2101),

- United States

**Travel** : No

**Full / Part-time** : Full time

**Hours Per Week** : 40

**Shift** : 1st shift

**Assistance for Applicants with Disabilities**

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .

**Diversity & Inclusion**

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

**Frequently Asked Questions**

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  • Banking / Finance
Posted: 2019-09-10 Expires: 2019-11-11

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Problem Manager - Global Markets Tech

Bank of America
Jersey City, NJ 07308

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