Job Description
Overview (Bank of America overview, BA Continuum India overview, Business Overview)
Bank of America is one of the world's largest financial institutions, serving individual consumers, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. BA Continuum is a nonbank subsidiary of Bank of America, part of our Global Delivery Center of Expertise in the bank. Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for the individuals, businesses and institutional investors we serve worldwide. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.BA Continuum India Pvt. Ltd. supports business process, information technology and knowledge process across Consumer Banking, including Card and Home Loans, Legacy Asset Servicing, Global Banking and Markets, Global Wholesale Banking and Global Wealth and Investment Management lines of business at Bank of America.
Process Overview
CTI is part of the Global Technology & Operations organization, consists of more than 6,600 employees worldwide. With a presence in more than 35 countries, CTI designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. TI delivers industry-leading infrastructure products and services to the company’s employees, customers, and clients around the world.
Job Description
Service Desk Agent will be responsible for voice calls management/incident management/problem management/service request fulfillment for GBS India users (21K). Candidate will also be responsible to provide support for major incident management and should be subject matter expertise with good knowledge of ITIL processes.
Responsibilities
• Candidate with 3+years of in-depth, hands-on experience working with large scale incident management skills
• Provide technical assistance and support for clients and partners via call, chat and web
• Co-ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner
• Demonstrate technical understanding of the products and services in our support catalog
• Develop and maintain positive relationships with clients always focusing on their satisfaction
• Identify opportunities for continuous improvements to product, processes or procedures and raising them for action
• Take a proactive approach to increase productivity and efficiency for our clients via various initiatives
• When identifying gaps in knowledge, proactively route updates and amendments to the Service Enablement team
• Demonstrate support of the Technology evolution by providing ideas, inputs and supporting project activities
• Take ownership and accountability of an incident from start through to a successful resolution, following up where needed and communicating to the client
• Escalate issues and involve an Expert Support Specialist or Team Leaders whenever required in order to solve problems as quick as possible
• Maintains and consistently demonstrates the core values of client centricity along with the knowledge of the Banks processes and practices to ensure driving the best User Experience.
• The primary Service Desk Agent role is that of providing first level support through taking calls, chats, web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfillment process in line with the Service desk objectives.
• Resolve issues to the best of your ability in a timely manner and know when to escalate especially during high call volume periods
Bank of America is one of the world's largest financial institutions, serving individual consumers, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. BA Continuum is a nonbank subsidiary of Bank of America, part of our Global Delivery Center of Expertise in the bank. Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for the individuals, businesses and institutional investors we serve worldwide. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.BA Continuum India Pvt. Ltd. supports business process, information technology and knowledge process across Consumer Banking, including Card and Home Loans, Legacy Asset Servicing, Global Banking and Markets, Global Wholesale Banking and Global Wealth and Investment Management lines of business at Bank of America.
Process Overview
CTI is part of the Global Technology & Operations organization, consists of more than 6,600 employees worldwide. With a presence in more than 35 countries, CTI designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. TI delivers industry-leading infrastructure products and services to the company’s employees, customers, and clients around the world.
Job Description
Service Desk Agent will be responsible for voice calls management/incident management/problem management/service request fulfillment for GBS India users (21K). Candidate will also be responsible to provide support for major incident management and should be subject matter expertise with good knowledge of ITIL processes.
Responsibilities
• Candidate with 3+years of in-depth, hands-on experience working with large scale incident management skills
• Provide technical assistance and support for clients and partners via call, chat and web
• Co-ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner
• Demonstrate technical understanding of the products and services in our support catalog
• Develop and maintain positive relationships with clients always focusing on their satisfaction
• Identify opportunities for continuous improvements to product, processes or procedures and raising them for action
• Take a proactive approach to increase productivity and efficiency for our clients via various initiatives
• When identifying gaps in knowledge, proactively route updates and amendments to the Service Enablement team
• Demonstrate support of the Technology evolution by providing ideas, inputs and supporting project activities
• Take ownership and accountability of an incident from start through to a successful resolution, following up where needed and communicating to the client
• Escalate issues and involve an Expert Support Specialist or Team Leaders whenever required in order to solve problems as quick as possible
• Maintains and consistently demonstrates the core values of client centricity along with the knowledge of the Banks processes and practices to ensure driving the best User Experience.
• The primary Service Desk Agent role is that of providing first level support through taking calls, chats, web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfillment process in line with the Service desk objectives.
• Resolve issues to the best of your ability in a timely manner and know when to escalate especially during high call volume periods
💡 Quick Summary
Seeking a career-building opportunity? The Sr Systems Engineer position is now open for candidates interested in the Technician Jobs sector. This role in haryana offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Technician Jobs is a plus.
