Technology Operations Specialist

Bank of America • Pennington, AL

22h • Onsite

About The Position

This position in Real-Time Communications Operations is necessary in order to address the current volume of operational technical tasks, including vendor operations technnical support and vendor governance. Technologies to support include Web Casting, Audio Conferencing, Live to Desktop. Current Vendor support includes engagement and oversite of Kaltura, Patch Bay, Verizon Conferencing, Compunetix. Standards include rapid engagement of troubleshooting to manage stability and production, and in-depth problem investigation of incidents potentially caused by Vendors, Carriers, Network, power, or other 3rd parties.

The Technology Operations Specialist is responsible for the support of Web Casting, Encoders, Streaming, Audio Conferencing, and Broadcast technologies 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.

Requirements

• Previous knowledge and work experience across the Bank in a technical support role.
• 3+ years Bank operations experience working in a Bank technical support role supporting voice
• 3 + years of Audio Visual/WebCasting experience
• Experience in working with Vendors and Carriers on service issues, SLAs
• Leadership and Communication on outages, including reporting change related incidents
• Experience with engagement of support teams, including Domain Ops, CCO, Network Escalation.
• Time management skills, high productivity
• Technical background in applicable technologies, including “hands on” support: Technologies include Web Casting, Encoders, Streaming, Audio Conferencing
• Willingness to provide on-call rotational support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required
• Previous knowledge with ability to use the following tools: Cisco Webex – Working with Bridgelines and Breakout Sessions. Mattermost – Documenting key triage activities. NEWs – Identifying and paging the right teams for assistance. Microsoft Products (Excel, Word, Powerpoint). ITSM (Information Technology Service Management) Remedy.
• Experience with Remedy, opening and updating Incident Tickets
• Experience with Change and Problem ticket management
• Primary Skill Cisco Unified Communications Manager

Nice To Haves

• Technical background in: Web Casting, Encoders, Streaming, Audio Conferencing.
• Broadcast technologies
• Executive Support experience
• Familiarity with Broadcast Events, including Broadcast Team
• Remedy and/or ServiceNow Experience
• Linux Service Administration
• Vendor Operations Governance, including managing scope of work contractors as "Bank Manager"
• Skills: Innovative Thinking
• Production Support
• Result Orientation
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery
• Process
• Stakeholder Management

Responsibilities

• Provide direct engagement and oversight, guidance, and governance of support Vendors
• Additionally, the candidate will perform an operations technical role, including guiding technical recovery of Voice in house systems.
• Handle/manage key aspects of Web Casting, including incident, escalation, problem, and change engagement
• Position serves weekly “on call” with other team members on a rotational basis
• 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

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
• Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed