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Network Services Problem Manager, Network Services, Core Technology Infrastructure

Company: Bank of America
Location: Richmond
Posted on: November 23, 2021

Job Description:

Job Description:The Network Services Problem Manager provides Problem Management coordination, data analysis and relationship management capabilities within the Network Services team. - This function is integral to the success of the Bank's stability, by identifying root cause of issues and preventing recurrences and also identifying potential disruptions are proactively implementing mitigations, to maximize service availability across Network Services. - Overview of the Role:Participates in the implementation and ongoing adherence of the Problem Management process for Network Services. - Serves as a fully seasoned/proficient process resource. - Provides process knowledge and capabilities as an individual contributor, whilst performing aspects of workload management for the team. Works under minimal supervision, with general guidance from more seasoned consultants or managers. Overview of the Team:The team facilitates problem investigations that have been caused by the Network Services, ensuring that root cause is identified, wherever possible and is eradicated from the environment. - This role is part of a team based in AMRS working within the Global Problem Management team based across all regions.Key Responsibilities include:

  • Perform the Operation lead of the Network Services Problem Management area, including the main contact for the day to day relationship with Cisco.
  • Act as functional lead during US hours, directly responsible to Network Operations Management for all Problem Management activities.
  • Interact with Network Services Senior Management, championing the Problem Management agenda and ensuring alignment to Network Services strategy.
    • Conduct proactive assessments of events to determine opportunities for root cause investigation.
    • Ensure that the problems for which they are responsible progress through the Problem Management process in a timely and prioritized fashion
    • Ensure that the information entered in the problem investigations and known errors that they manage is accurate and complete
    • Produce Problem Review documentation as and when appropriate, ensuring focus on root cause actions and process enhancements
    • Ensure that problem workarounds are documented
    • Ensure that problem solutions are proposed and documented
    • Ensure that the root cause is determined for problems
    • Periodically review their problem investigations for which a practical solution could not be found
    • Verify structural solutions and close the known errors and problem investigations that they manage
    • Help determine if a new knowledge item is required for the Knowledge Management database
    • Periodically review their problem investigations for when a root cause is undetermined
    • Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards.
    • Track open Problem records
    • Maintain open Problems for status changes and ensure the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard.
    • Review Problem priority and determines if the impact or urgency needs to be adjusted
    • Coordinate Problem resolution with any relevant stakeholders, both technical and business as required.
    • Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records
    • Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record.
    • Conduct problem process audits for a sampling of problems. Required Job Skills:
      • Solid understanding and appreciation of Network Services and how they interact with other Infrastructure solutions.
      • Analytical mindset with proven problem solving skills.
      • Ability to identify and document new processes/procedure based on changes/initiatives.
      • Ability to successfully manage multiple moderately complex tasks concurrently.
      • Ability to work both independently and as part of a cross-functional team
      • Ability to communicate clearly and concisely both verbally and written
      • Ability to understand technical terms and relay it in business terms.
      • Moderate level of proficiency in use of MS Office products. Core Technology Infrastructure Organization:
        • 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 strive to create an environment where all employees have the opportunity to achieve their goals.
        • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
        • 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 they need to remain vibrant and vital. LOB Job Profile: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 Manager translates business strategy into work programs and processes. Directs lower-level managers or team leaders or directly manages a specialty function. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code must manage people.Job Band:H5Shift: -1st shift (United States of America)Hours Per Week:40Weekly Schedule:Referral Bonus Amount:0 --> Job Description:The Network Services Problem Manager provides Problem Management coordination, data analysis and relationship management capabilities within the Network Services team. - This function is integral to the success of the Bank's stability, by identifying root cause of issues and preventing recurrences and also identifying potential disruptions are proactively implementing mitigations, to maximize service availability across Network Services. - Overview of the Role:Participates in the implementation and ongoing adherence of the Problem Management process for Network Services. - Serves as a fully seasoned/proficient process resource. - Provides process knowledge and capabilities as an individual contributor, whilst performing aspects of workload management for the team. Works under minimal supervision, with general guidance from more seasoned consultants or managers. Overview of the Team:The team facilitates problem investigations that have been caused by the Network Services, ensuring that root cause is identified, wherever possible and is eradicated from the environment. - This role is part of a team based in AMRS working within the Global Problem Management team based across all regions.Key Responsibilities include:
          • Perform the Operation lead of the Network Services Problem Management area, including the main contact for the day to day relationship with Cisco.
          • Act as functional lead during US hours, directly responsible to Network Operations Management for all Problem Management activities.
          • Interact with Network Services Senior Management, championing the Problem Management agenda and ensuring alignment to Network Services strategy.
            • Conduct proactive assessments of events to determine opportunities for root cause investigation.
            • Ensure that the problems for which they are responsible progress through the Problem Management process in a timely and prioritized fashion
            • Ensure that the information entered in the problem investigations and known errors that they manage is accurate and complete
            • Produce Problem Review documentation as and when appropriate, ensuring focus on root cause actions and process enhancements
            • Ensure that problem workarounds are documented
            • Ensure that problem solutions are proposed and documented
            • Ensure that the root cause is determined for problems
            • Periodically review their problem investigations for which a practical solution could not be found
            • Verify structural solutions and close the known errors and problem investigations that they manage
            • Help determine if a new knowledge item is required for the Knowledge Management database
            • Periodically review their problem investigations for when a root cause is undetermined
            • Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards.
            • Track open Problem records
            • Maintain open Problems for status changes and ensure the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard.
            • Review Problem priority and determines if the impact or urgency needs to be adjusted
            • Coordinate Problem resolution with any relevant stakeholders, both technical and business as required.
            • Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records
            • Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record.
            • Conduct problem process audits for a sampling of problems. Required Job Skills:
              • Solid understanding and appreciation of Network Services and how they interact with other Infrastructure solutions.
              • Analytical mindset with proven problem solving skills.
              • Ability to identify and document new processes/procedure based on changes/initiatives.
              • Ability to successfully manage multiple moderately complex tasks concurrently.
              • Ability to work both independently and as part of a cross-functional team
              • Ability to communicate clearly and concisely both verbally and written
              • Ability to understand technical terms and relay it in business terms.
              • Moderate level of proficiency in use of MS Office products. Core Technology Infrastructure Organization:
                • 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 strive to create an environment where all employees have the opportunity to achieve their goals.
                • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
                • 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 they need to remain vibrant and vital. LOB Job Profile: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 Manager translates business strategy into work programs and processes. Directs lower-level managers or team leaders or directly manages a specialty function. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code must manage people.Job Band:H5Shift: -1st shift (United States of America)Hours Per Week:40Weekly Schedule:Referral Bonus Amount:0 Job Description: The Network Services Problem Manager provides Problem Management coordination, data analysis and relationship management capabilities within the Network Services team. - This function is integral to the success of the Bank's stability, by identifying root cause of issues and preventing recurrences and also identifying potential disruptions are proactively implementing mitigations, to maximize service availability across Network Services. - Overview of the Role:Participates in the implementation and ongoing adherence of the Problem Management process for Network Services. - Serves as a fully seasoned/proficient process resource. - Provides process knowledge and capabilities as an individual contributor, whilst performing aspects of workload management for the team. Works under minimal supervision, with general guidance from more seasoned consultants or managers. Overview of the Team:The team facilitates problem investigations that have been caused by the Network Services, ensuring that root cause is identified, wherever possible and is eradicated from the environment. - This role is part of a team based in AMRS working within the Global Problem Management team based across all regions.Key Responsibilities include:
                  • Perform the Operation lead of the Network Services Problem Management area, including the main contact for the day to day relationship with Cisco.
                  • Act as functional lead during US hours, directly responsible to Network Operations Management for all Problem Management activities.
                  • Interact with Network Services Senior Management, championing the Problem Management agenda and ensuring alignment to Network Services strategy.
                    • Conduct proactive assessments of events to determine opportunities for root cause investigation.
                    • Ensure that the problems for which they are responsible progress through the Problem Management process in a timely and prioritized fashion
                    • Ensure that the information entered in the problem investigations and known errors that they manage is accurate and complete
                    • Produce Problem Review documentation as and when appropriate, ensuring focus on root cause actions and process enhancements
                    • Ensure that problem workarounds are documented
                    • Ensure that problem solutions are proposed and documented
                    • Ensure that the root cause is determined for problems
                    • Periodically review their problem investigations for which a practical solution could not be found
                    • Verify structural solutions and close the known errors and problem investigations that they manage
                    • Help determine if a new knowledge item is required for the Knowledge Management database
                    • Periodically review their problem investigations for when a root cause is undetermined
                    • Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards.
                    • Track open Problem records
                    • Maintain open Problems for status changes and ensure the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard.
                    • Review Problem priority and determines if the impact or urgency needs to be adjusted
                    • Coordinate Problem resolution with any relevant stakeholders, both technical and business as required.
                    • Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records
                    • Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record.
                    • Conduct problem process audits for a sampling of problems. Required Job Skills:
                      • Solid understanding and appreciation of Network Services and how they interact with other Infrastructure solutions.
                      • Analytical mindset with proven problem solving skills.
                      • Ability to identify and document new processes/procedure based on changes/initiatives.
                      • Ability to successfully manage multiple moderately complex tasks concurrently.
                      • Ability to work both independently and as part of a cross-functional team
                      • Ability to communicate clearly and concisely both verbally and written
                      • Ability to understand technical terms and relay it in business terms.
                      • Moderate level of proficiency in use of MS Office products. Core Technology Infrastructure Organization:
                        • 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 strive to create an environment where all employees have the opportunity to achieve their goals.
                        • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
                        • 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 they need to remain vibrant and vital. LOB Job Profile: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 Manager translates business strategy into work programs and processes. Directs lower-level managers or team leaders or directly manages a specialty function. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code must manage people. Shift:1st shift (United States of America) Hours Per Week: -40

Keywords: Bank of America, Richmond , Network Services Problem Manager, Network Services, Core Technology Infrastructure, Executive , Richmond, Virginia

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