Sr Systems Engineer jobs in Mumbai at Bank of America

Sr Systems Engineer

Mumbai, India

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.

Education : Any Bachelors degree with Technical knowledge/Bachelor's degree in a technology

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.