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Technology Production Services Specialist

Sao Paulo, Brazil

Job Description:

Global Banking and Markets Technology group searches for Technology Production Services Specialist (AVP Level)

This position will be responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Change Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, & vendor engagements.


  • Gatekeeper and governor for all production change related activities/releases as well as team processes and procedures;
  • Participates with management discussions 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;
  • Responsible for team triaging, vendor engagements, and troubleshooting;
  • Provides the client areas with technology products and service alternatives that improve the production services environment of Incident & Problem Management for the supported applications;
  • Production Support Management for Vendor and Internal Developed Local Applications (L1 and L2). SME enriched support. Vendor liaison for L3 Support;
  • Business Support for Vendor Applications Functions and Processes;
  • Production Environment Stability: making sure the Applications are up and running;
  • Production environment monitoring;
  • Change & Release Management for the supported Applications:
  • Software Quality Assurance for Market releases upgrades (Vendor);
  • Technology Business Continuity: Failover/Fallback and Related Activities for the supported applications;
  • Local Management Support for Global Patches and Releases.

Core skills and requirements

  • Degree in Systems Analysis, Computer Science, Computer Engineering, Information Systems or similar;
  • Fluency in English (written and spoken);
  • Strong knowledge and experience in Global Markets Products – Equities Back office of Operations applications (SBS, Protheus, Exchange Change, Mitra, Dash, Fidessa, Sinacor, Robotrader);
  • Experience in user interaction in International Financial Institutions;
  • Experience with providing generic solutions and avoid re-occurring of incidents and proactively monitor the production environment and identify the potential incidents;
  • Previous experience in Monitoring Tools, creating Dashboards and adding Infrastructure and Application pieces to be monitored (i.e. Splunk, AppDynamic, ITRS, Zabbix);
  • Strong knowledge on SQL databases, being able to manage release management and address performance issues;
  • Experience Supporting Java and .Net Applications;
  • Ability to suggest and implement ideas for enhancing the customer experience and implementing best practices for cost saving.
  • Strong Analytical/Troubleshooting skills (isolate components and identify root causes);
  • Strong knowledge in ITIL (Certification is a differential);
  • Well-rounded understanding of DEVOPs and SRE is a strong differential;
  • Scripting languages:  Python, Perl, Unix Shell;
  • Operating systems:  Solaris, Linux, Windows;
  • SQL (Intermediate level);
  • Good background of infrastructure disciplines (Network, Servers, Storage, Messaging Queue);
  • Ability to exhibit a strong sense of urgency for high severity incidents and to assess the customer impact and provide tactical solutions;
  • Excellent communication skills and ability to write concise and clear reports in Portuguese and English.
  • Must be a problem solver, work collaboratively and positive attitude facing stressful situations;

Learn more about this role

Full time


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Check out the São Paulo office

Located in the hip and trendy neighborhood Itaim Bibi, we’re a beautiful walk away from Ponte Estaiada, Parque do Povo and the delicious food emporium Eataly São Paulo.

Close-up side shot of the words Bank of America Merrill Lynch on outside office wall