Analyst II-Sys Admin Support jobs in Mumbai at Bank of America

Analyst II-Sys Admin & Support

Mumbai, India

Education : Bachelor's degree in a technology
Certifications : ITIL and MCSE certification
Experience Range : 4 to 6 years

Responsibilities :

Candidate with 4 + years of in-depth, hands-on experience working with large scale incident management skills
Provide technical assistance and support on escalations and difficult customers
Build key stakeholder relationships and lead by example within the team
Provide subject matter and functional expertise to help specialists and agents
Candidate will coordinate with technology teams across location for incident and problem management
Provide accurate and timely feedback to individuals for both accomplishments and areas of opportunity
Support Team Leaders with complex and critical impact escalations/incidents and drive them to resolution
Stay informed of all new products and services that Technology offers to ensure that the agents are properly trained to handle tickets and promote new tech to our clients. Gather deep technical understanding of these products and services to offer support
Candidate will provide coordination of incident identification, root cause analysis, and proactive management of incidents
Assisting analysts in providing first line support when workloads are high, or where additional experience is required
Co-ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner
Candidate will also have to provide first level technical 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.
Ensure that staffing and skill levels are maintained throughout the operational hours by managing shift staffing schedules
Meet monthly key performance goals for customer satisfaction, quality, productivity and other KPIs
Monitor and evaluate agent monthly performance including call, chat and after work monitoring, review productivity, adherence reports and coach agents to improve their performance
Producing statistics and management reports
Report, analyze and resolve system, client or operational issues that impact or could impact the quality of our service. Strive to provide all clients with an outstanding experience
Responsible for the achievement of OLAs and SLAs with internal resolving groups, monitoring and escalating where appropriate
Acting as an escalation point where difficult or controversial calls are received

BA Continuum is a nonbank subsidiary of Bank of America, part of our Global Business Services 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.