Vice President, Incident Manager, Application Production Support & 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 (https://ghr.wd1.myworkdayjobs.com/lateral-apac/job/Singapore/Vice-President--Incident-Manager--Application-Production-Support---Engineering\_25037507-1) **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! **_Core Technology Infrastructure:_** + _Believes diversity makes us stronger so we can reflect, connect, and meet the diverse needs of our clients and employees around the world._ + _Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully._ + _Wants to be a great place for people to work and strives to create an environment where all employees can have the opportunity to achieve their goals._ + _Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience._ + _Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs._ + _Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing, and giving them what they need to remain vibrant and vital._ **Job Description:** The Production Services Specialist will provide frontline Incident management support for Bank of America’s Regional Banking Applications in APAC. This role is the key focal point for the customer/client /associate experience and owns speedy and satisfactory conclusion restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause follow-up. Apart from that, the role will work with business/internal stakeholder to provide input for incident reporting. **Responsibilities:** + Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization. + Prior Triaging, Banking and payments related experience supporting multiple regions is a must. + Role is to support payments application related to regional (APAC/EMEA/AMRS) or global business. + The roles involve in managing End to End Triages with various business partners (Tech & Business) to recover the services on a timely basis. This may require the individual to do out of box thinking and go the extra mile to recover the issues in timely manner. + Provide Periodic comms at the various stages of the triage to Senior Tech./Business Execs on a timely basis. + Work collaboratively with other areas of the organization to continuously improve the management of IT Incidents and Problems + Manage Problem investigations through to conclusion, ensuring that root cause is identified, documented, and resolved. + Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization. + Communicate effectively with management and stakeholder on the status and remediation of incidents. + Manage known errors and ensure that operational workarounds are fully documented. + Act as a Subject Matter Expert in Incident Management + Close liaison with other corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics. + Establish and implement effective analytical practices to provide critical MI and reports on operational performance. + Production and publication of critical management information + Drive change success-rates and ensure improving trend in change impact. + Work to define, document, and implement operational standards, policies, and service levels. + Participate in meetings with Senior Management and provide appropriate input and feedback. + Record and update Risks and Issues in line with internal banking standards + The successful candidate will need to come up to speed on several existing systems and processes quickly and to be able to identify gaps between their output and business requirements. + Proactively track and report on activities and actions to ensure that work is prioritized, and any conflicts are forecasted. + Increase personal knowledge and understanding of the technical and functional aspects of supported applications and processes by reviewing, creating, and maintaining documentation; performing related tasks; and interacting with peers and internal customers. **Required Skills:** + Bachelor's degree (prefer IT/CS specialization) with min. 8+ years of relevant Experience of performing roles in Incident Management + ITIL V3 Foundation Certification + IT Support Background + Service Support experience + Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations. + Experience in developing documentation materials for processes. + Integrates best practices with process design to ensure continuous process improvement. + Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management. + Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences. + Must be pro-active, enthusiastic, flexible, results driven with attention to detail. + A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision. + A disciplined thinker and capable of working across organizational boundaries in a very demanding, high output environment. + A flexible, ‘hands-on’ ‘can do’ attitude. + Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover. + Lead shift operations and ensure smooth handovers. + Working on some weekends and bank holidays as part of a 5-day week shift pattern. **Desired Skills:** + Experience of process design & process improvement tools + Experience of SIX SIGMA / DMAIC phases + Experience of working in a large enterprise IT organization + Experience in the financial sector + Knowledge of software development methodologies + Exposure to Risk management standards and practices + Project management training/certification desired 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. 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.