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ATM EPH L2 Production Support Lead

Richmond, Virginia;

Job Description:

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Bank of America's Global Banking and Markets Technology Organization....

  • 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.

The Chief Technology Organization:

  • 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.



    Position requires the oversight and management of day to day production operations for the ATM Channel. Responsible for technical problems using troubleshooting and analysis methods. These individuals are responsible for not only working as an Level 2 support services personnel, but also responsible for supporting various cross functional production services activities including triaging, incident and problem management, change and release management support, as well as participation in Operational Readiness/Permit to Operate processes. A Production Stability resource will engage in research of solutions to new or unknown issues that may include escalating change and remediation activities to appropriate vendor or other internal teams. Additional focus and hands-on with assessing business impacts and pursuing exhaustive follow-up actions for short term tactical and long term strategic prevention and remediation to ensure on-going operational stability. Resources will summarize and report the effects of any operational instability to stakeholders and senior management. Relentless follow up of tactical and strategic operational stability initiatives is the basic tenet that drives the role. Be able to perform in-depth analysis on production issues. This team provides 365x24x7 support for technology and application centric incidents. This position will require a hybrid of skill sets including fundamental understanding of application and JAVA environments. The individual should function well under pressure and be skilled at providing managerial non-technical summaries to senior managers.

    Required Skills:

    •             ATM Software Knowledge

    •             Familiar with Analyzing ATM Logs or equivalent

    •             ATM Hardware Knowledge

    •             JAVA Knowledge

    •             Understanding Application code and programs

    Desired Skills:

    •             Splunk Knowledge

    •             Database Knowledge

    •             Scripting

    •             Tandem

    •             Base24

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-19081844

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Referral Bonus: