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Production Services Lead, Core Technology Organization

Charlotte, North Carolina

Job Description:

MAPS (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, Triage, high-impacting incident communication, 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, programming and communication skills. Performs analytical, technical, and administrative work in planning, designing and supporting under moderate supervision. 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.
The Production Support Lead is responsible for ensuring availability and reliability of assigned production applications within a line of business (LOBs) of Global Financial Crimes and Compliance.

In carrying out the production duties, the person needs to follow the bank’s production processes and guidelines, document technical details both for the benefit of team knowledge sharing and for production audit requirements.  This is a senior role that will be responsible for in depth triage and SME level application and technical knowledge.

The Production Services team will be accountable for performing the initial triage, leveraging playbooks/runbooks for resolution and, if needed, escalate to the Level III team. These tasks are aligned to the key services outlined within the Global Support Services Service Catalog:

  • Incident Management
  • Problem Management
  • High-impacting incident communications
  • Metric Reporting
  • Support Application and Infrastructure maintenance activities
  • Request Management
  • Disaster Recovery / Application Recovery Certification Exercise

Required Skills:

  • 8+ years knowledge of production support to include technology platforms, applications, processes, and procedures.
  • Ability to analyze and apply basic technical principles, concepts and techniques.
  • Document and manage escalations between the client/business area and internal technical teams for the resolution of moderately complex unresolved problems, complaints and service requests.
  • Unix / Shell Scripting
  • Batch Monitoring
  • Informatica
  • Autosys
  • Strong database skills (Any RDBMS is fine – Oracle, Sybase, DB2)
  • Working knowledge on Software Development Life Cycle using Java/J2EE or .Net/ASP technologies
  • Excellent communication skills
  • Manage Stakeholder expectations
  • Creative and strong problem solving skills
  • Excellent written and verbal communications skills
  • Ability to operate in high-pressure situations

Desired Skills:

  • 8+ years relevant experience in roles with increasing responsibilities, preferably within a Bank of America
  • Working knowledge of technology platforms, applications, processes, and procedures.
  • Effective performance within shared service or highly matrix environment.
  • Good understanding of financial/banking industry

LOB Job Profile:

Leads a large project or multiple projects that are significant in scope and impact. Works independently, with limited direction, and is evaluated through end results. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of a technical environment which meets current and anticipated business requirements and objectives. Participates with Technology management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as a single point of contact and the escalation point between the client/business area and internal management for the resolution of unresolved problems, complaints and complex service requests. Provides the client areas with technology products and service alternatives that improve the support delivery process. employees in this job code do not manage people. This job code is only to be used for Employees supporting Global Markets.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

MAPS (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, Triage, high-impacting incident communication, 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, programming and communication skills. Performs analytical, technical, and administrative work in planning, designing and supporting under moderate supervision. 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.
The Production Support Lead is responsible for ensuring availability and reliability of assigned production applications within a line of business (LOBs) of Global Financial Crimes and Compliance.

In carrying out the production duties, the person needs to follow the bank’s production processes and guidelines, document technical details both for the benefit of team knowledge sharing and for production audit requirements.  This is a senior role that will be responsible for in depth triage and SME level application and technical knowledge.

The Production Services team will be accountable for performing the initial triage, leveraging playbooks/runbooks for resolution and, if needed, escalate to the Level III team. These tasks are aligned to the key services outlined within the Global Support Services Service Catalog:

  • Incident Management
  • Problem Management
  • High-impacting incident communications
  • Metric Reporting
  • Support Application and Infrastructure maintenance activities
  • Request Management
  • Disaster Recovery / Application Recovery Certification Exercise

Required Skills:

  • 8+ years knowledge of production support to include technology platforms, applications, processes, and procedures.
  • Ability to analyze and apply basic technical principles, concepts and techniques.
  • Document and manage escalations between the client/business area and internal technical teams for the resolution of moderately complex unresolved problems, complaints and service requests.
  • Unix / Shell Scripting
  • Batch Monitoring
  • Informatica
  • Autosys
  • Strong database skills (Any RDBMS is fine – Oracle, Sybase, DB2)
  • Working knowledge on Software Development Life Cycle using Java/J2EE or .Net/ASP technologies
  • Excellent communication skills
  • Manage Stakeholder expectations
  • Creative and strong problem solving skills
  • Excellent written and verbal communications skills
  • Ability to operate in high-pressure situations

Desired Skills:

  • 8+ years relevant experience in roles with increasing responsibilities, preferably within a Bank of America
  • Working knowledge of technology platforms, applications, processes, and procedures.
  • Effective performance within shared service or highly matrix environment.
  • Good understanding of financial/banking industry

LOB Job Profile:

Leads a large project or multiple projects that are significant in scope and impact. Works independently, with limited direction, and is evaluated through end results. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of a technical environment which meets current and anticipated business requirements and objectives. Participates with Technology management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as a single point of contact and the escalation point between the client/business area and internal management for the resolution of unresolved problems, complaints and complex service requests. Provides the client areas with technology products and service alternatives that improve the support delivery process. employees in this job code do not manage people. This job code is only to be used for Employees supporting Global Markets.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21078786

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kathryn Dixon

Referral Bonus:

0

Street Address

Primary Location:
401 N TRYON ST, NC, Charlotte, 28255