1+ months

L3 Production Support for Contact Center

Charlotte, NC 28230
L3 Production Support for Contact Center



Charlotte, North Carolina;Newark, Delaware



**Job Description:**



This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents.



Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.



This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies. L3 Production Support for multiple contact center applications Application.



As a L3 Production Support for Contact Center Applications Specialist your role and responsibilities will be:



+ Subject Matter Expertise: Function as technical subject matter expert both from an application functionality as well as production infrastructure/platform perspective Application Triage Support

+ Engage in deep technical triage for incident and problem resolution as required Production Stability and Sustainability

+ Proactive identification and ownership of continuous improvement opportunities both from an application ad infrastructure standpoint

+ Compliance/Risk/Audit activities Proactive Monitoring of Environment Interfacing for Vendor Hosted Applications Release Management Support Disaster Recovery, ARC Testing Activities Production Digital Certificate Lifecycle Management



As a L3 Production Support for Contact Center Applications Specialist your skills and qualifications will ideally include:



Primary Skill



Angular 2



Secondary Skill



Microsoft IIS



Tertiary Skill



Java



Required Skills



+ Working knowledge of Angular 2+, .NET / IIS platforms, and JAVA

+ Working knowledge of various monitoring tools, such as Splunk, Glassbox, Sitescope, Dynatrace, AppDynamics etc.

+ Working knowledge of MS SQL, Oracle technologies

+ Working knowledge of Windows / desktop platform

+ Triage analysis with end-users including complex network environments and multiple application tiers

+ Effective Communication Clear, Concise & Ability to articulate Problem/Solution

+ Should be able to participate or conduct conference calls with technology and business users

+ Performing root cause analysis for recurring problems so they can be permanently remediated

+ Respond, resolve and document progress within service tickets and problem tickets to adhere to SLAs

+ Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

+ Identify proactive and preventive measures to minimize impacts

+ Basic UNIX / LINUX knowledge

+ Knowledge of application architecture and networking concepts

+ Superior organizational skills

+ Able to work with minimal instruction; a go-getter

+ Detail-oriented

+ 3-6 years of production support experience, or equivalent



Desired Skills



+ Support of the desktop applications in contact / call center environment

+ Knowledge of Remedy tool / processes

+ Knowledge of Computer Telephony Integration

+ Skype Chat

+ Mattermost

+ Self Motivator



**Job Band:**



H5



**Shift:**



1st shift (United States of America)



**Hours Per Week:**



40



**Weekly Schedule:**



**Referral Bonus Amount:**



0



**Job Description:**



This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents.



Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.



This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies. L3 Production Support for multiple contact center applications Application.



As a L3 Production Support for Contact Center Applications Specialist your role and responsibilities will be:



+ Subject Matter Expertise: Function as technical subject matter expert both from an application functionality as well as production infrastructure/platform perspective Application Triage Support

+ Engage in deep technical triage for incident and problem resolution as required Production Stability and Sustainability

+ Proactive identification and ownership of continuous improvement opportunities both from an application ad infrastructure standpoint

+ Compliance/Risk/Audit activities Proactive Monitoring of Environment Interfacing for Vendor Hosted Applications Release Management Support Disaster Recovery, ARC Testing Activities Production Digital Certificate Lifecycle Management



As a L3 Production Support for Contact Center Applications Specialist your skills and qualifications will ideally include:



Primary Skill



Angular 2



Secondary Skill



Microsoft IIS



Tertiary Skill



Java



Required Skills



+ Working knowledge of Angular 2+, .NET / IIS platforms, and JAVA

+ Working knowledge of various monitoring tools, such as Splunk, Glassbox, Sitescope, Dynatrace, AppDynamics etc.

+ Working knowledge of MS SQL, Oracle technologies

+ Working knowledge of Windows / desktop platform

+ Triage analysis with end-users including complex network environments and multiple application tiers

+ Effective Communication Clear, Concise & Ability to articulate Problem/Solution

+ Should be able to participate or conduct conference calls with technology and business users

+ Performing root cause analysis for recurring problems so they can be permanently remediated

+ Respond, resolve and document progress within service tickets and problem tickets to adhere to SLAs

+ Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

+ Identify proactive and preventive measures to minimize impacts

+ Basic UNIX / LINUX knowledge

+ Knowledge of application architecture and networking concepts

+ Superior organizational skills

+ Able to work with minimal instruction; a go-getter

+ Detail-oriented

+ 3-6 years of production support experience, or equivalent



Desired Skills



+ Support of the desktop applications in contact / call center environment

+ Knowledge of Remedy tool / processes

+ Knowledge of Computer Telephony Integration

+ Skype Chat

+ Mattermost

+ Self Motivator



**Shift:**



1st shift (United States of America)



**Hours Per Week:**



40



Learn more about this role



Full time



JR-22055286



Band: H5



Manages People: No



Travel: Yes, 5% of the time



Manager:



Talent Acquisition Contact:



Pamela Nichols [C]



Referral Bonus:



0



Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.




To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .


To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .



Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (Policy) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.




To view Bank of Americas Drug-free workplace and alcohol policy, CLICK HERE .

Industry

  • Banking / Finance
Posted: 2022-06-10 Expires: 2022-09-05

Success begins with building relationships.

At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.


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L3 Production Support for Contact Center

Bank of America
Charlotte, NC 28230

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