Technology Operations Specialist

Bank of America • Pennington, AL

20h • Onsite

About The Position

This position in Real-Time Communications (RTC) Operations is necessary in order to address the current volume of operational technical tasks, including vendor operations technical support and vendor governance. Technologies to support include Contact Center Operations oversight, including Production Support of Voice Vendors, including Avaya and other related Contact Center voice portfolios. Experience in troubleshooting Contact Center routing issues as well as engagement of Telecom Carriers for Incident escalation and resolution. The function will also act as a Change Coordinator for various Break/Fix changes Standards include rapid engagement of troubleshooting to manage stability and production, and in-depth problem investigation of incidents potentially caused by Vendors, including Avaya, Securelogix, and various Carriers, Network, power, or other 3rd parties. This job is responsible for the planning, development, and implementation of infrastructure solutions to meet specific deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and participating in projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems. The Technology Operations Specialist responsible for support Contact Voice telecommunications production support. This job is responsible for performing in a L2 role, supporting break/fix production support of Contact Center technologies as well as formulating changes within the Bank’s system of record. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Requirements

• 5+ years of Voice Telecom experience, including working with Avaya and.or other contact center vendors T
• Previous knowledge and work experience across the Bank in a technical support role consider “a plus”
• Experience in working with Vendors and Carriers on service issues, SLAs
• Technical background in applicable technologies, including “hands on” support. Technologies include: Avaya and related technologies—Call Routing, incident ticket engagement and correction.
• Remedy and/or ServiceNow Experience
• Solid time management skills, high productivity
• Willingness to provide on-call rotational support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

Nice To Haves

• Familiarity with Broadcast Events, including Broadcast Team
• Linux Service Administration
• Experience with Executive Support
• Skills: Innovative Thinking
• Production Support
• Result Orientation
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery Process

Responsibilities

• Provide direct engagement and actively correct Contact Center issues via Incident ticket, or planned change.
• The candidate will perform an operations technical role, including guiding technical recovery of Voice in house systems
• Leadership and Communication on outages, including reporting change related incidents
• Manages stability, resiliency, reliability, and performance of supported systems
• Fulfills requests from business users and operations and communicates technical status updates with appropriate teams
• Supports change implementations, proactively identifies potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
• Provides release support when needed and manages engagement across audiences
• Provide on-call rotational support, including off-hours support, during weeknights, Saturdays, and Sundays and on holidays as required

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed