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!

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.

Work as a level 2 MAPS Risk Analyst delivery for all Markets LOBs located in Chicago. The FICC Risk support role requires someone who can work in high pressure trading environment and assimilate information from multiple sources quickly. The role requires a good problem solver, and someone who can adhere to strict procedures and guidelines which include incident, service request and change management. 

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.

• First point of contact for business requests and reported impact.

• Monitoring and alerting of critical trading system environments 

• Release implementation and post-release testing

• Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts 

• Troubleshooting of complex systems issues 

• Proactive identification and resolution of problem hotspots 

• Development of tools and driving efficiency/stability improvements. 

Required qualifications:

Production Services Specialist II with 7+ years of experience.

The core set of technical skills that are beneficial in the role are: 

• Operating systems: Solaris, Linux, Windows 

• Scripting languages: Unix Shell, Perl, Python, SQL (Intermediate level: multi-table joins, grouping results, etc...) 

• Grid computing and batch management 

• Well-rounded understanding of infrastructure disciplines (network, server, storage, messaging

• Comfortable leading daily technical change meetings managing global resources through the banks change process.

• Report generation through presentation and analysis tools like: Tableau and MS Office

• Well-rounded understanding of Software Development Lifecycle

• Adherence to written procedures and policies for Change Management

• The ability to develop expertise quickly and independently is a highly valued attribute of the MAPS FICC Risk support analyst. An effective analyst commonly exhibits the following behaviors: 

• The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly. 

• An independent sense of motivation to continuously improve themselves and the environment. 

• An intuitive problem-solving ability which leads to solution alternatives that reflect the analyst’s diverse foundation of knowledge, skills, and experiences. 

• The confidence, focus, and adaptable communication style required to effectively coordinate restoration efforts for high-impact technology incidents. 

Skills:

• Adaptability

• Analytical Thinking

• Influence

• Production Support

• Risk Management

• Automation

• Collaboration

• Innovative Thinking

• Result Orientation

Shift:

Hours Per Week: