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Production Services Specialist - GBS IND

Hyderabad, , India;

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.  Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

 Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations. Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation. In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview

The TI team is responsible for all Consumer and Global Wealth & Investment Management (GWIM) business aligned infrastructure and end-to-end production services. This includes direct responsibility for production support, problem and incident management, operational change, as well as service and program delivery. Also supporting vertical functions (Release, Deployment & Environment Management, Application Integration & Engineering , Application Integration & Engineering, Performance & Capacity Management, Operational Excellence) to deepen concentration stability and innovation.

Job Description:
This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.


  • Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
  • Ensures all impacts are accurately recorded and documented in the system of record, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
  • Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
  • Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
  • Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed
  • Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
  • Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams


Education: Bachelor’s Degree

Certification: Any

Experience Range: 04-08 years

Foundational skills:

  • At least two years of Development experience.
  • 4 - 6 yrs. of experience in Java/J2ee application L3 production support.
  • Experience in application frameworks like Spring, Hibernate, Dockers and Containers.
  • Good Experience in tools like Splunk, Dynatrace and Glass box.
  • Good experience in writing SQL DML.
  • Basic programming knowledge using UNIX, AWK, SED.
  • Understanding in Server-side Java design and development, SOAP/Restful services, Design Patterns, J2EE, XML/XSLT, XML, JDBC, AOP and JSON.

Desired skills:

  • Experience/Knowledge in WebSphere application Server.
  • ITIL foundation certification.
  • Effective Communication – Clear, Concise & Ability to articulate Problem/Solution.
  • Should be able to participate or conduct conference calls with tech and business users.

Work Timings: Rotational Shift (7:30 to 16:30; 10:30 a.m. to 19:30; 11:30 am to 20:30).

Job Location:  GIFT/Hyderabad/ Gurugram.

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Full time


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