Production Services Specialist II

Job Description:

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!

Position Summary

Application Support team member in a dynamic team providing Business and Technology support for to the Model Risk/Electronic Trading Risk/Product Risk LOBs. Will be part of the Application Production Services (APS) organization providing services to Risk Technology and Risk business partners. You will work within a team of people in a global team comprising of both developers and analysts, supporting global business functions in a follow the sun support model. The candidate would work very closely with team members globally to maintain an excellent level of technology support for our user base. The role exists in a fast-paced environment and candidates would be expected to come up to speed quickly with regard to APS Support procedures, technical, application & business knowledge. The Support team also works extremely closely with our Development, BA, and QA team partners for multiple applications. These strong relationships help to maintain a very high level of end user support.

Qualifications:

• ​5 years of experience providing Application support. 
• Be familiar with the ITIL framework – Request management, Incident, Problem, Change and Release Management. 
• Strong communication skills (verbal and written) and ability to communicate efficiently and timely well to other verticals, business and technology partners. 
• Hands on experience supporting Linux and Windows hosted applications.
• Hands on experience with Database (Oracle & SQL Server) and writing SQL. 
• Self-starter and independent worker, ability to work with minimum supervision.
• Day to day task requires the ability to solve production down situations under tight SLA deadlines, identify incident root cause and corrective actions. 
• Familiar with batch support and experience in using job scheduling tools like Autosys. 
• Strong triage and issue resolution skills.
• Soft Skills: Must be a team player, and demonstrate ability to communicate effectively with both technical and non-technical individuals.

Desired:

• Experience with scripting - Shell/Perl/Python.
• Experience with BCP and Disaster Recovery.
• Working knowledge of trading products
• Experience in monitoring tools like ITRS Geneos
• Familiar with Messaging and Middleware

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management

Enterprise Role Overview:

This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Shift:

Hours Per Week: