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Production Services Lead, CSWE - Core Technology Infrastructure

Newark, Delaware;

Job Description:

The Production Services Lead supports the primary Portfolio Release Manager/Vertical Release Manager and is a member of the CFPT Release Management Team. 

This role supports BofA’s Enterprise change process, ensuring compliance to that change process, and utilizing that change process to advocate for change on behalf of the change sponsors.  

Responsibilities include:

  • Providing support to the primary portfolio release manager (a.k.a Vertical Release Manager) via various release management functions and capacities.

  • Learning and understanding the Bank’s Enterprise Change Process, ensuring compliance to that change process, and utilizing that change process to advocate for change on behalf of the change sponsors.  

  • Coordinating with partner teams to develop and update iplans; load plans to Prism as well as related CRQ coordination.

  • Running an implementation plan meeting to gather information and confirm tasks and their placement in iplans

  • Compiling, distributing and maintenance of shift coverage schedules for release related activities

  • Understanding of the software development lifecycle in order to provide on-going support of Integrated, Independent and Off-Cycle release events.

  • Documenting the production change using Enterprise SORs (e.g. NEXUS, Remedy, ALM, etc).

  • Advocating for and present production change requests at various Enterprise review/approval forums.

  • Providing Release Control Room Support during all planned release events.

  • Leading specific release event activities on weeknights and weekends.

  • Participating in activities to review and improve internal team change processes.

  • Generating metrics from available data.

  • Supporting a 24x7 environment and working after hours as required.

Required Job Skills:

  • 3 or more years professional work experience in a technology environment

  • Documentation experience with production change using Enterprise SORs (e.g. NEXUS, Remedy, ALM, etc)

  • Ability to work night & weekend hours as required

Desired Job Skills:

  • Experience working in production support environment

  • Software development or infrastructure support background

  • Prior release management experience with application or infrastructure changes

  • Strong communication skills both verbally and written

  • Strong organizational skills and ability to multi-task

  • Ability to interact with all levels of management

  • Understanding of the software development lifecycle process

  • Ability to take a problem and work to find a solution independently

Core Technology Infrastructure Organization:

  • 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 strive to create an environment where all employees have the opportunity to achieve their goals.

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

  • 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 they need to remain vibrant and vital.

LOB Job Profile:

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.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Production Services Lead supports the primary Portfolio Release Manager/Vertical Release Manager and is a member of the CFPT Release Management Team. 

This role supports BofA’s Enterprise change process, ensuring compliance to that change process, and utilizing that change process to advocate for change on behalf of the change sponsors.  

Responsibilities include:

  • Providing support to the primary portfolio release manager (a.k.a Vertical Release Manager) via various release management functions and capacities.
  • Learning and understanding the Bank’s Enterprise Change Process, ensuring compliance to that change process, and utilizing that change process to advocate for change on behalf of the change sponsors.  
  • Coordinating with partner teams to develop and update iplans; load plans to Prism as well as related CRQ coordination.
  • Running an implementation plan meeting to gather information and confirm tasks and their placement in iplans
  • Compiling, distributing and maintenance of shift coverage schedules for release related activities
  • Understanding of the software development lifecycle in order to provide on-going support of Integrated, Independent and Off-Cycle release events.
  • Documenting the production change using Enterprise SORs (e.g. NEXUS, Remedy, ALM, etc).
  • Advocating for and present production change requests at various Enterprise review/approval forums.
  • Providing Release Control Room Support during all planned release events.
  • Leading specific release event activities on weeknights and weekends.
  • Participating in activities to review and improve internal team change processes.
  • Generating metrics from available data.
  • Supporting a 24x7 environment and working after hours as required.

Required Job Skills:

  • Strong communication skills both verbally and written
  • Strong organizational skills and ability to multi-task
  • Ability to work night & weekend hours as required
  • Ability to interact with all levels of management
  • Understanding of the software development lifecycle process
  • Ability to take a problem and work to find a solution independently

Desired Job Skills:

  • Software development or infrastructure support background
  • Prior release management experience with application or infrastructure changes

Core Technology Infrastructure Organization:

  • 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 strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
  • 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 they need to remain vibrant and vital.

LOB Job Profile:

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.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21068925

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Edward Paffendorf IV

Referral Bonus:

0