Assistant Vice President, Production Services Specialist (Event and Incident Management), Application Production Services and Engineering Singapore, Singapore **To proceed with your application, you must be at least 18 years of age.** Acknowledge Refer a friend **To proceed with your application, you must be at least 18 years of age.** Acknowledge **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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! **Job Description:** APSRE Event and Incident Management (EIM) is responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to the Bank of America Wealth Management, Credit Cards, Deposit and Loans TI. The APSRE Event and Incident Management team is responsible for handling real-time technical (application/infrastructure) escalation, triage and restoration of issues impacting critical business services to customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period. This includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer. **Responsibilities:** + Ensuring standard call facilitation and call guidance for all incidents reported. + Maintaining accurate status and progress of incident recovery efforts. + Host Incident bridge when required and engage Level 2 & Level 3 teams as needed for problem resolution. + Ability to craft incident statements, and quickly gain a deep understanding of the issue in flight and provide an accurate high-level recap within 15mins in an active incident call. + Ensures incident tickets are handled timely and efficiently. + Ability to lead and take charge when running triage and provide high quality updates on Incident Bridge board (Virtual on Watch) + Monitoring Triage Orchestration to ensure that incidents are being managed appropriately and making adequate traction given impact and urgency and alert executive stakeholders of possible escalations from high impact incidents. + Ability to coordinate with different domains and successfully manage multiple moderately highly detailed tasks concurrently. + Assumes authoritative voice for communicating status of major and significant incidents. + Gather comprehensive business impact information from a wide variety of sources and contacts, with speed and accuracy. + Use of monitoring tools to proactively identify and research potential production incidents. + Perform windows server admin related tasks. + Responding to alerts regarding potential production incidents. + Triaging and escalating to support partners as needed for problem resolution. + Perform trending and analysis using monitoring tools and reports to proactively identify and address potential issues prior to production impact. + Perform environment/data center traffic routing. + Partner with Application Support teams to coordinate support for the schedule changes requiring rout-away. + Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement. + Develop procedures for trouble shooting and possible resolution of issues. + Execute procedures reliably and escalate appropriately to solve incidents quickly. **Required Skills:** • Proven team player who can work comfortably in a multicultural environment. • Proven ability to work independently, multitask and effectively work in a complex environment with a global team structure • Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator. • Must be pro-active, enthusiastic, flexible, results driven with attention to detail. • Knowledge of Splunk, Dynatrace, SiteScope, Tivoli Netcool/Web GUI. • Experience with Java Virtual Machine, Unix/Linux OS, Windows Server. • Experience in a large IT production support environment • Excellent understanding/exposure to ITIL/ITSM. • Ability to work in non-contiguous shifts including the potential for weekend days. 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, 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 "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.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 America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.