Production Services Specialist ll

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

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.

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
• The APS&E, Application Production Services & Engineering team is responsible for providing end-to-end client facing business aligned infrastructure engagements, design, plan, build, delivery operations and data management support​​​.
• This position is expected to deliver above and beyond services to our internal customers to facilitate business continuity with a meet or exceed SLAs.
• This includes monitoring, incident response, problem engagement during triage, service restoral, identification of root cause, and facilitation and co-ordination for a permanent fix – in accordance with agreed best practices.
• The Ideal candidate will have over 5 years of hands on experience within the realm of IAM (identity and Access Management) space. Well conversant with the tools and applications employed within the highly regulated FinTech industry.
• Display competency and hands-on knowledge of Access management and Entitlement technologies. Advanced-beginner level experience in Windows OS, RedHat Linux, SQL queries, SQL/Oracle & other flavors of databases. Well versed with RedHat Linux OpenShift containers, Atlassian JIRA & Horizon platforms, GitHub, Ansible, Jenkins, ITSM Remedy, Splunk, Dynatrace, PowerShell/Unix Scripting, cloud experience including other CI/CD DevOps tools.
• 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+ years of production support experience with adequate knowledge of MFA technologies, Splunk. Window OS, SQL/Oracle DB & Unix/Linux.
• Well conversant with 5 C's of cyber security - Change, Compliance, Cost, Continuity and Coverage
• Excellent knowledge of Identity, Authentication and Access Management (IAM) domain including SRE and DevOps space.
• Must have mid-level production support experience and troubleshooting skills in IAM technologies.
• Must be able to comply with bank regulatory and compliance policies
• Must have mid-level of Linux experience and must be well versed in Splunk queries.
• Well versed with ITIL framework
• Excellent Communication Skills lateral and vertical - be able to clearly explain issues, their impact and how to address them
• Must be a great team player - be able to collaborate with other team members within or outside the group
• Must be available for on-call coverage and willing to work off hours as and when needed.
• Must be willing to work on-site 3 days a week as per current bank policies
• Demonstrate a strong work ethics and takes pride in accomplishment.
• Must be able to handle and work under pressure and stress
• Attention to detail - able to evaluate smallest details
• Problem-solving - be able to address complex challenges in creative way

​Desired Qualifications:

• CISSP or other equivalent Information Security domain certificates will be an added value
• Go getter exhibiting strong motivation and drive for results and success.
• Persists in the face of significant difficulties, does not give up easily.
• Tower, BladeLogic knowledge
• Understanding of network technologies

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: