Job Description:
Details:
The IT Service Stability and Problem Management role is a Subject Matter Expert (SME) focused on IT system performance, stability and resiliency, of externally hosted services integrated with BofA's environment. The role will liaison with business, technical organizations, and vendors; independently providing consultation services following ITIL Service Operation framework processes and best practices for the following areas: Change Management, Post Incident Problem Management, system resiliency and disaster recovery management. The role will act as a consultant during assessments and review hosted environments to ensure system resiliency and high availability.
Concentration will be on integrity of operational processes used by vendors; identifying gaps and driving implementation of mitigating solutions. Other important functions of this role are to:
Facilitate and distribute minutes for video/teleconference meetings involving a large number of participants, leading individuals outside your group to determine actual Root Cause (RC) of problems.
Identify Single Point of Failures, determine mitigation plans and track opportunities for improvement; leveraging operational excellence processes that will minimize adverse impact of incidents on the business and prevent reoccurrence.
Manage planned changes and ensure no disruption of production environment.
Establish, create, and maintain operational support playbooks and escalation information; including triage engagement and escalations.
Understand and drive providers adherence to SLA terms and Compliance Standards.
Accountable for planned maintenance Change Management submissions, approvals, and oversight.
Provide oversight and assistance with planning and execution of Disaster Recovery exercises.
Analyze and report trends, identify non-functional and business risks/gaps associated with vendor service Availability, Stability, Resiliency, and Disaster Recovery capabilities.
Create solid written business cases, deliver presentations that propose recommended solutions, process improvements needed to achieve greater overall system stability and resiliency.
Management of active problems ensuring they are kept up to date with clear concise information.
Engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problem records.
BS degree (Preferred: Engineering, Technology, or Computer Science) or equivalent experience.
Must be a mature self-starter able to multi-task in a fast-paced environment with minimal direction. Must manage competing priorities under tight deadlines while maintaining necessary processes, controls and procedures that ensure accuracy and integrity in reporting into needed multiple SORs.
Attention to detail and organizational skills necessary for completing assigned problem management activities, using the appropriate disciplines to achieve desired outcomes.
Must have the ability to quickly establish a full understanding of business objectives and underlying drivers, to develop and drive strategies and solutions in support of initiatives and projects that will improve and measure IT services.
Excellent listening, written and verbal communication skills; comfortable engaging across a very large difficult to navigate multi-disciplined technology and business organization.
Proven experience translating technical system analysis into a solid written business case for management interpretation and action.
3-5 years of ITSM/ITIL framework experience.
3-5 years creating and delivering technical analysis reports, presentations and other artifacts as related to responsibilities listed above.
3-5 years working knowledge of IT system administration best practices, monitoring (at all 7 layers), Internet technologies, operating systems and information system technologies (Web Tier, Application Tier, Database Tier, Storage Tiers, Cloud environments) as the role requires expertise analyzing IT system designs for operational resiliency, High-Availability and DR capabilities, and then documenting weaknesses and gaps.
Must exhibit excellent listening and strong relationship skills, which are essential for driving groups toward desired outcomes within prescribed timeframes. Related prior experience is required.
Experienced at performing with a professional level of etiquette in high pressure Strong inter-personal, influencing, negotiating, consensus building, and conflict resolution skills are crucial.
Data Analysis, Analytics, and Reporting