Technology Services Lead

Job Description:
About Us
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

Global Business Services
Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence, and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview
Chief Technology Infrastructure (CTI), part of the Global Technology 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. CTI delivers industry-leading infrastructure products and services to the company's employees, customers and clients around the world. CTI is also responsible to manage the End users Technology support and have a centralized Service Desk, dedicated Desktop support teams to manage the Incident and service request for end users.

Job Description
The position will manage the teams responsible for end user services. The desktop Support Manager role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes managing the installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to laptops, monitors, docking station, PC, terminals, printers and scanners) to ensure optimal IT infrastructure performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance , VIP servicing and support for management events -where required.

Responsibilities

• Managing the relationship with business leaders at site to understand their business strategy and business requirements to help them deliver the same
• Leading and managing the activities of skilled Technical Support Engineers front line team in a technical support environment
• Manage the VDI operational teams and systems for availability, patches and service offerings
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Provide technology expertise and thought leadership with an emphasis on desktop & VDI, mobility and printing technologies (Windows Operating System, Baseline productivity software, Security configurations, Backend infra to manage the desktop deployment, software packaging / deployment), and operational excellence
• Assist with identifying, developing, and leading innovation initiatives. This will include involvement in technology improvement and deployment, researching new technologies and/or new applications of existing technologies that deliver new capabilities/value to the business
• Respond to email received in group mailbox and provide real time resolution
• Adhere to enterprise policies, standards, processes, systems, and measurements that enable the organization to achieve operational SLAs with respect to service performance, availability, security, risk, and compliance
• Responsible for executive support and escalation
• Planning and undertaking scheduled maintenance upgrades
• Responding to system and site outages
• Responsible to coordinate with other Site leads, TSMs and core Infrastructure team for seamless technology service delivery
• Prepare weekly/monthly status reports and management presentations
• Manage vendor and customer relationships associated with areas of responsibility
• Responsible for overall technology support deliverables for the site
• Drive cascaded enterprise technology projects, initiatives for the site

Requirements
Education

• BE / B Tech

Experience Range

• 8 to 10 years

Certifications

• ITIL, Project Management – Prince / PMP

Foundational Skills

• Collaborative approach ability to work well with others and communicating effectively
• Problem solving strengths ability to deal effectively with problems or questions posed by our clients sometimes this will involve understanding their systems and processes as well as our suppliers and data in order to find solutions
• Good organizational and planning skills, with attention to detail
• Ability to coordinate and execute multiple tasks within a fast paced environment
• Strong organizational and time management skills required
• Must be a self-starter and able to work with a minimum of supervision
• End user computing vulnerability management, end point compliance
• Strong understanding and working knowledge of Technology support components like End user support, Helpdesk, Networking, Server, Audio Video and Virtualization technologies.
• 8-10 years real world experience managing or supporting in the IT industry with relevant certifications and degrees.
• Strong analytical and presentation skills are required, as this position will closely interact with the Clients, customers, and various levels of management
• Demonstrated ability to identify and drive operational and process improvements
• Proven track record of successful people and vendor management
• Strong ability to foster teamwork within a collaborative culture
• Excellent leadership and mentoring abilities.
• Must possess a strong ability to multitask simultaneous management and team escalations.
• Strong verbal and written communication skills are required

Desired Skills

• Financial services experience preferred. Relentless sense of urgency, strong intellectual horsepower. Build and establishes credibility and value-add with the business and is respected in both business and Technology organization.
• Preferably MCP/MCSE
• Advanced Excel

Work Timings

• 11 am to 8PM

Job Location

• Mumbai