Manager Gurugram, India **Job Description:** **About Us** 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. **Global Business Services *** Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations. Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence, and innovation. In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services. **Process Overview*** The Incident and Change Management function is responsible for identifying, mitigating/resolving and managing risk and impacts from change, technology and non-technology events and ensures the integrity and stability of service delivery channels through strict adherence and enforcement of incident and change management principles, thereby minimizing the overall impact to our customers and associates. **Job Description*** The individual needs to work as an Incident manager for Incident and Continuity Management line of business which is engaged in providing contingency management services to its supported LoBs. From an incident management point of view, the primary job requirement is to identify and mitigate impacts and risks for our customers as well as associates arising out of technology and non-technology related events. As a change manager the individual will be acting as a voting member of multiple Change Advisory Boards (CAB) where planned or expedited technology & facility changes are presented for approval. Role of an ICM consultant is to review all change requests concerning our supported LoBs from an impact perspective and accordingly approve/reject the request. **Responsibilities*** + Resource will be responsible for real time incident & change management for all technology and non-technology incidents impacting the production environment + Escalate issues impacting multiple users that cannot be easily resolved to technology teams, including creating incident tickets, opening bridge lines, paging support teams, and kicking off triage efforts. + Engage in the triage efforts for impacting issues and drive technology teams to provide restoral as quickly as possible. + Act as the liaison between contact centers and technology, provided key information about incidents to technology teams to assist with triage as well as providing direction to the business (contact centers) about estimated restoral times and actions that should be taken to minimize impact during the triage. + Represent the supported businesses in a CAB (Change Advisory Board) meeting to ensure that planned events do not disrupt or adversely impact their operational stability. + Continually assess the severity of an incident with respect to the impacts caused by it and regularly communicate the same to all stakeholders. + Monitor, identify, track, report and mitigate impacts (wherever possible) and risks arising from an incident or a change + Demonstrates business and/or technical acumen to recommend and implement solutions that protect the bank's assets. **Requirements*** + Excellent written and verbal communication skills including ability to communicate clearly and concisely with non-technical Business Leaders. + Be able to serve as liaison between various technical partners & business executives + Able to demonstrate ability to take a problem and work to find a solution independently + Cross-functional coordination, influencing and negotiation skills + Strong diagnostic and analytical abilities + Proficient with Microsoft Office tools (Outlook, Communicator, Word, Excel, and SharePoint) + Strong attention to detail, analytical skills and ability to work both independently as well as part of Incident Management team. + Ability to work well under pressure and manage multiple tasks to meet deadlines. + Leadership skills and the ability to effectively drive triage calls. + **Education*** Graduates / Post-graduates with good track record/academic scores **Certifications if any-** ITIL V4 foundations, ITIL Intermediate – Service Operations, Business Continuity Planning and Crisis Management, COBIT 5, Industry certification like CCNA, BCP, MCP etc will be highly regarded. + **Experience Range*** 8-10 years + **Foundational skills*** + Hands on experience in incident/problem management + Excellent communication skills, both written and verbal, is a non-negotiable requirement + In depth knowledge of the ITSM processes + **Desired skills*** + Familiarity with ITIL/ITSM methodologies + Proficient with Remedy, Microsoft Access, SharePoint and contact center applications (IEX, NICE, etc.) + Good understanding of the contact center environment **Work Timings*** + Rotational 6:30am to 10:30 pm + Weekly Off - Rotational **Job Location*** Gurugram 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.