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*

GBS Technology supports over 29,000+ employees across GBS in five cities supporting all lines of business. We are responsible for providing Technology Support Services along with implementation of enterprise programs. GBS Technology team provides, Employee Technology Support – Site Support, Incident Management & Service Request Management, Core Infrastructure – Network Operations support, Server and storage Management, Server Room Operations, Audio Video and Voice Infra support, Project Management - Site Build Outs, Enterprise Projects and Strategic Initiatives, Technology Procurement & Asset Management

Job Description

Person will be responsible for supporting the Audio/Video & voice operations. He will be actively working on the operational issues along with internal/external stakeholders to recover the system failure (proactive/reactive). Perform the Incident Management, Service Request, Problem Management, Change Management, vulnerability management and Capacity Management in A/V & voice domain to ensure high uptime for the business. Person will be responsible to manage multimedia operations (lead, set-up, maintenance and provide support). As part of the current and upcoming A/V offerings, provide a wide array of support for TPs, Console Rooms, Digital displays, Event Rooms, Collaboration spaces, Transport Displays, Room Schedulers etc.

Responsibilities

• Solution engineering, project engineering, integration and implementation VoIP networking/ Telecom architecture, UC, contact centers, Audio & Video and related technologies
• Manage voice and AV operations including Avaya VOIP, CM, SMGR, SM, & other adjunct solutions like CDR, CTI, AES, CMS, NICE, conference/town hall event coordination, setup & first level troubleshooting.
• Co-ordinate, setup and provide support for all multimedia requests including presentation, video/audio conference, webcast, VIP conference, streaming
• Identify security vulnerabilities and risk associated with the event and drive the end to end closure
• Participate in BCP/ DR activities and manage the environment and functionality
• Maintain standard operating procedures (SOPs) & BPMs.
• Maintains records and makes reports which include daily check lists, high level weekly reports, Inventory management
• May use computer application software in the performance of the job.
• Able to coordinate with local support to understand all activities like schedule, closure of all incident tickets, weekly/monthly team meetings
• Able to generate weekly/monthly health report for senior management reviews

Requirements:

Education

• BE/B.Tech/IT or Science graduates

Experience Range

• Minimum 4-6 years of AV & Voice domain experience

Foundational Skills

• Strong knowledge of full range Avaya VOIP, CM, SMGR, SM, & other adjunct solutions like CDR, CTI, AES, CMS, NICE, IVR etc.
• Practical knowledge of video conferencing codec Cisco and bridging equipment or equivalent
• Hands on experience on the following AV products:

Cisco Telepresence Equipment’s Control and Switching System - Crestron, Extron, Lightware. Programming- AMX, Crestron Audio System –Shure, Beyerdynamic, Biamp, etc. Video Display and Videowall – Samsung, Panasonic Projection – Christie, Panasonic, Epson

• Excellent communication skill including the ability to present complex solution to large audience
• Strong vendor management skills
• Working knowledge of MS Office Suite: Word, Excel, PowerPoint, Outlook, Windows OS/Linux

Desired Skills

• Avaya/Cisco Voice certification
• IVR, Omni-Channel & other Voice certification is an added advantage
• Other ITSM certifications
• Working knowledge of MS Office Suite: Word, Excel, PowerPoint, Outlook, Windows OS/Linux
• Excellent communication skill
• ITIL Foundation

Work Timings

• 11AM – 8PM (Rotational) – Flexible Shift timings
• Flexible to work on weekend change related activities

Location

• GIFT