Bank of America ATM Network Support Lead in Charlotte, North Carolina

Job Description:

This role is a Lead role in (ATM Network Support - ANS). Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Senior Analyst identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves more complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. Fully competent to work under general direction on complex projects usually on specific assigned problems. Interprets, evaluates and resolves issues pertaining to the functional operation of technology products. Awareness of business or function for which technical support is needed. May require guidance on more complex projects.

Required Skills:

Customer service; Phone support; IT experience; incident management; commensurate experience in a technical support, Helpdesk, ATM servicing or electronic banking operational and/or problem management background. Excellent customer service skills, verbal/written communication, and organizational skills are a must. Candidate must be able to navigate multiple applications simultaneously in addition to Microsoft Office Suite. Candidate must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal)

Desired Skills:

Previous ATM knowledge, Vendor Management experience, networking / communications, , Remedy; Prior lead experience, Proficiency with telephone, as majority of day will be utilizing telecom. Breakdown of workday, 65% on phone support; 35% technical recovery of ATMs. This position would be working nights.

Posting Date : 07/10/2018

Location :

Charlotte, NC, GATEWAY VILLAGE, 800 W TRADE ST,

  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 2nd shift

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