Vice President, Problem Management Specialist (Production Support Role), Application Production Services & Engineering Mumbai, India **To proceed with your application, you must be at least 18 years of age.** Acknowledge Refer a friend **To proceed with your application, you must be at least 18 years of age.** Acknowledge (https://ghr.wd1.myworkdayjobs.com/lateral-apac/job/BANDRA-EAST/Vice-President--Problem-Management-Specialist--Production-Support-Role---Application-Production-Support-and-Engineering\_25032065-1) **Job Description:** At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! + _Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world._ + _Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully._ + _Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals._ + _Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience._ + _Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs._ + _Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital._ **Job Description:** We are seeking a skilled and proactive Problem Management specialist to join our Application Production Support team. This role is critical in ensuring service stability and continuous improvement across complex enterprise systems. The ideal candidate will drive problem management processes end-to-end, lead post-incident reviews (post-mortems), follow up on corrective actions, coordinate across multiple teams, and ensure adherence to interna controls and regulatory requirements. **Responsibilities:** Problem Management & Root Cause Analysis + Own the problem management lifecycle, including identification, investigation, root cause analysis (RCA), and resolution tracking. + Point of contact for assigned incidents of higher severity (from incident retrospective calls all the way up to Management Report (MR) documentation and publishing + Facilitate structured post-mortem reviews for high-severity incidents, ensuring detailed documentation of impact, root cause, contributing factors, and lessons learnt. + Drive the creation and implementation of permanent fixes or preventive measures in coordination with development, infrastructure, and support teams. + Communicate well with technical & non-technical colleagues + Work to a high standard with agreed timescales + Able to demonstrate authority in the RCA calls while coordinating with other stakeholders & solve the discrepancy in blameless ways Regulatory & Audit Compliance + Ensure all problem records related to regulatory-impacting incidents are properly tracked and reported, + Support timely completion of regulatory post-incident report and provide high-quality input to external and internal stakeholders, including risk and compliance teams. + Track and ensure closure of all problem related remediation actions with documented evidence, in line with audit requirements. Cross-Functional Coordination + Act as a central point of contact for problem-related topics across Application Support, Development, Infrastructure and Risk functions. + Champion and drive systemic improvements by influencing across siloed teams and escalating blockers when necessary. + Drive continuous service improvement initiatives by identifying recurring issues, systemic risk and operational inefficiencies. Governance & Reporting + Ensure problem management KPIs and metrics are consistently tracked, reported and improved. + Prepare and present regular dashboards, analysis and governance packs for senior technology and business management. + Maintain high-quality problem records in the ITSM system, ensuring they are accurate, complete and up to date. + Perform data analysis & provide suggestion on identifying service level trend. Identify event/incident clustering for improvements. **Required Skills:** + 8-12 years of experience in IT Operations, Application Support, or Problem Management in a complex enterprise environment. + Familiarity with ITIL Problem Management lifecycle and practices (ITIL certification preferred). + Strong analytical and technical skills to understand complex application landscapes and failure nodes. + Experience working with ITSM tools such as Service Now, Remedy or JIRA. + Excellent facilitation and communication skills, able to engage senior stakeholders across Technology & Business. + Ability in influence without authority and drive outcomes across geographically dispersed teams. + Strong documentation and presentation skills for post-mortem reviews and executive reporting. + Experience handling post-incident reporting for regulators is highly preferred. + Awareness of audit and control expectations in a banking or financial services environment. **Desired Skills:** + Well versed with Root cause analysis (RCA) Techniques. + Familiarity with ITIL v3 or ITIL 4 framework preferred. + Trend and Pattern analysis to identify recurring incidents and patterns. + Knowledge of Infrastructure and application Architecture. + Change management awareness to access the impact of change on services. + Experienced in generating problem metrics. + Ability to dissect complex problems, work through technical logs, monitoring tools, and alerts. + Clear and concise communication to technical and non-technical stakeholders. + Good at stakeholder management, provide regular updates and post-mortems. + Well versed with problem record creation and data quality maintenance. + Proactive mindset and attention to details. + Taking ownership of problems from detection to closure. Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.