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:

• Understand the requirements from customers, vendors, and trading desk for Client Enablement
• Implement requested changes into pre-production/UAT environments and conduct testing with    clients / vendors as needed
• Work on FIX certification for new vendor setups or new business flows as required
• Implement process improvements in the Electronic Trading/Client Enablement space with a strong focus on creating efficiencies via operational excellence
• Respond to the various data request/queries that users on the trading desk may have
• Day to day health checks and monitoring of readiness status of Electronic Trading applications
• Deployment of daily changes in the Electronic Trading stack as per business requirements
• Maintain adequate communication with project teams globally, explaining progress and/or potential roadblocks on the various projects/initiatives assigned to the individual
• Maintenance of project level documentation and metrics to ensure production support procedures are up to date.
• Work with network team to enable connectivity via firewall changes for ports etc. in UAT
• Work with dev on changes required for new functionality / bug fixes, 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:

• 10+ years industry experience or equivalent skills in FIX client onboarding and connectivity
• Strong FIX Protocol knowledge (fix 4/2 and 4/4)
• Knowledge of Algorithmic Trading
• General financial instruments knowledge (Futures and Options) in markets area
• Experience in UNIX and shell scripting.
• Experience in Database (Oracle/Exadata SQL Server, SYBASE)
• Working knowledge of XML or similar markup languages
• Awareness of ITIL concepts like Incident, Change and Release Management
• Ability to work under pressure and manage competing priorities
• Excellent communication skills - written & verbal
• Exposure to front office roles and dealing directly with business users on the trading desk
• Good team player & ability to collaborate across teams

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: