Technology Services Lead - GBS IND Chennai, India;Madhapur, Hyderabad **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. Join us! **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** EET DEVEX-SPT Production Support group is the support partner for the EET DEVEX-SPT horizontal which provides SDLC automation services to the whole of Bank of America’s technology verticals. This group supports multiple SDLC platforms and custom applications working across different locations in India, US and Mexico. **Job Description** This position is provide L3 support for the Pega and APPIAN BPM platforms. This individual will provide support for applications that are providing critical business functions such as Collections, Stop Payment, AML, and Compliance instrumentation. BPM support personnel will also be engage in support of SDM releases for these applications and proactive engagement into BPM projects with the EET DEVEX-SPT CIO team. **Responsibilities** + Aim to provide stability across the EET DEVEX-SPT BPM applications and supporting infrastructure. Our primary goal is to Drive Operational Excellence while maintaining the health of the applications for our customers. Services Include: + Incident Management – partnering with L2 (SysOps) Support Team to ensure application availability and stability 24 x 7. Should be available for weekend oncall support and holiday support (on rotational basis) + Problem Management – responsible for the lifecycle of problem tickets; including prioritization, root cause analysis, corrective actions (code development, testing, implementation and communication), and post problem management + Change Support – partnering with L1 (TechOps) support team; responsible for service provider engagement, product and environment upgrades/maintenance, and disaster recovery exercise participation + Metrics and Reporting – standard incident, problem, and stability reporting + Effectively troubleshoot technical issues as they APPIANe during the project lifecycle + Tracking and reporting service levels for application development, maintenance, and production support + Troubleshoot, diagnose and resolve incidents/problems and outages of production environments. + Demonstrate technical knowledge by mentoring junior team members on on-going basis Provide level 3 in-depth analysis of application and system errors and performance issues + Ownership of problem root cause analysis and remediation + Chronic issue investigation for critical application issues + Lead proactive monitoring review and implementation + Works with engineering, sustain development, and/or infrastructure teams to implement break fix changes, code updates, config changes, and product enhancements in production. + Proactive application stability analysis – investigate performance concerns, error analysis, improve maintenance processes, automation, and resolution of open issues **Requirements** + **Education:** B. E, B. Tech + **Certifications If Any** : NA + **Experience Range** : 8 to 10 years + **Foundational Skills:** + Pega Support skills + 8+ years of total experience in J2EE and PRPC 2+ years in PRPC + Pega Certified System Architect or equivalent knowledge and experience preferred + Strong understanding of Pega and BPM ( Business Process Management platforms) + Hands on experience in Pega 6x / Pega 7 development and support + Experience in various rules and features like Flows, Activities, User Interface, Flow Actions, Agents, SLA, Correspondence, Single-Sign-On, External Authentication, PRPC Security, Reports, Listeners (File, MQ), Connectors, REST and SOAP Services etc + Knowledge in full PRPC implementation cycle including enterprise Class Structure design and Rulesets design + Java/J2EE background for plug-in development • Knowledge and experience supporting applications in Cloud and Virtual server based environments + Basic knowledge of Oracle and SQL is required + 8+ years technical Systems architecture & design + 8+ years’ experience with Linux Shell scripting , Perl, and/or Powershell scripting **Desired Skills** + Java Debugging skills and ability to analyze thread and heap dumps. + Ability to triage application issues related to infrastructure components such as SAN, Network, and OS. **Work Timings:** 11:30 AM to 8:30 PM **Job Location** : Chennai, Hyderabad 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.