Production Services Specialist

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:

The Production Services Specialist will provide application production support for Bank of America’s Global Banking Applications. 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.

Primary Responsibilities of this role include:

• Identification and resolution of production incidents
• Problem Management post-incident resolution to determine root cause, mitigating actions, drive and track permanent resolution
• Management of incident and problem tickets through the enterprise ITSM tool
• Understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures

• Capacity and Performance Management

• Working with development teams for take-on and training of new services or significant upgrades

• Providing support for Audits (internal and external)

• Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements  

Responsibilities:

• Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include: Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management
• Actively engage and lead production support issues/incidents
• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution
• Ensure production and performance SLAs are met and escalate issues which needs attention
• Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision
• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services
• Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures
• Exercises judgment within defined procedures and practices to determine appropriate action
• 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
• Should have increased awareness and exposure to basic technical principles, concepts and techniques
• Resolves complex issues. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors
• Support of on-call rotation for off-hours and weekend support as needed

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Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design

Required Qualifications:

• 5+ years of relevant IT experience i.e. Production or Release Support, ITIL, Technical Implementations, or equivalent
• Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
• Excellent written and verbal communication skills (English)
• Proven knowledge in some/all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
• Good knowledge of Middleware components; Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft
• Strong operating system knowledge in Unix and Windows including strong scripting skills
• Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution.
• Knowledge of event driven and schedule driven batch processes
• Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
• Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
• Experience with: troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk, real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Ability to work closely with Technology Infrastructure, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
• Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues
• Working on some weekends and bank holidays as part of a 5 day/week shift pattern 

Desired Qualifications:

• Knowledge of event-driven and schedule driven batch processes
• Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution
• Good knowledge of Middleware components such as Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft

Shift:

Hours Per Week: