Production Services Specialist II

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!

Job Description:

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.

Overview:

• On-boarding new clients and new / additional users to BofA’s FX e-commerce platforms, both internal and external
• Seeking requisite trading approval to onboard new clients
• Bringing on clients across multiple vendor channels, as well as our own proprietary trading GUI Instinct FX
• Performing pitches or demos to internal and external clients of our etrading applications
• Being the 1st point of contact for users of BofAs FX e-commerce platform, Instinct FX. Expected to have comprehensive knowledge of platform in order to provide a premium client experience
• Extensive liaison with e-FX and voice FX sales teams, eFX Traders, Tech Support and Development teams, Operations and other internal teams
• Extensive liaison with external vendors, ECN’s and providers
• Configuration of pricing schedules for clients
• Problem investigation and resolution (could be due to mapping problems / price feeds / technical outages / credit etc)

Responsibilities:

• 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, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers

Required Qualifications:

• 5-7+ years industry experience or equivalent skills in client-facing customer enablement and production  services roles
• Strong Communication skills
• Ability to work well in a high pressure environment as part of a team
• General knowledge of the Rates, Credit, Emerging Markets, and especially FX markets and the mainstream products in use
• Experience of dealing directly with hedge fund and/or institutional clients, preferably in Rates, Credit, Emerging Markets, and FX / client service capacity
• Confidence when dealing with the internal salesforce
• Ability to investigate and resolve day to day issues
• Ability to use initiative on a day to day basis, and not be reliant on procedures
• Awareness of Single-bank FX e-commerce platforms and their functionality
• Knowledge of Multi-bank FX vendor platforms
• Knowledge of UNIX/FIX (4.4/ 4.3/ 4.2), networks & log investigation
• eFX trading platforms
• Acts as the first point of support for application incidents

Desired Qualifications:

• FIX connectivity knowledge
• Experience in Agile/Kanban board use
• Additional languages (Spanish, Portuguese) an advantage

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

Shift:

Hours Per Week: