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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

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

Position Summary

Running the day-to-day operations of the technology platform (Java, MS SQL Server, Oracle, Unix, Dynatrace or App Dynamics, Splunk, Protegrity, Kafka, Python, Autosys). Identifies possible production issues, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

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.
• 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.
• Support of on-call rotation for off-hours and weekend support as needed. 

Required Qualifications

• Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
  • 5+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent)
  • Excellent written and verbal communication skills (English)
  • Proven knowledge in some or all of the following: Java/J2EE, Dynatrace or App Dynamic, Splunk, Kafka, Python.
  • Good knowledge of Middleware components such as Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft
  • Strong operating system knowledge in Unix and Windows including strong scripting skills
  • Must have experience with Oracle, DB2 and PL/SQL query performance tuning.
  • Knowledge of event driven and schedule driven batch processes

Desired Qualifications

• Bank of America - Incident Management, Problem Management

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: