Production Support 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. 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 leading the planning, designing, and implementation of complex infrastructure solutions to meet deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and overseeing projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Responsibilities:

• Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systems
• Mentors other team members and provides technical leadership
• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
• Supports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
• Provides release support when needed and manages engagement across audiences
• Provides full lifecycle management of the infrastructure and application environments
• Batch and Feed Management – monitor multiple batch processes to completion, investigating and resolving any issues
• Alert Management – timely response, analysis, and resolution of issues identified through monitoring
• Knowledge Management - create support documentation and update existing documentation
• Incident Management – creation of INC in clear business language, maintaining open communication while INC is worked upon, following proper escalation channels
• Application support – provide subject matter expertise to troubleshoot and resolve application issues and user inquiries including research of root cause and recommendations for preventative action
• Communications - Excellent verbal/written communication skills, ability to communicate effectively with both technical and non-technical individuals.
• Reporting - Utilize framework tools such as ITSM, ITRS, etc. for making updates and producing reports

Required Qualifications:

• 2-5 years in an application support position with hands-on experience supporting client applications
• Strong knowledge of Autosys
• Strong knowledge of UNIX and Shell scripting
• Good knowledge of SQL, Oracle, Hadoop, or similar DBMS
• Ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
• Ability to learn quickly and independently
• Motivation to continuously improve themselves and the environment

Desired Qualifications:

• Ability to work in a multi-regional team.
• Enterprise Monitoring – ITRS Geneos, Splunk, Dynatrace, NEWS
• Knowledge of Software Development Life Cycle.
• Working knowledge of ITIL.
• Excellent project and time management skills.
• Documentation (Confluence)
• Financial industry experience

Skills:

• Innovative Thinking
• Production Support
• Result Orientation
• Risk Management
• Solution Design
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery Process
• Architecture
• Automation
• DevOps Practices
• Project Management
• Stakeholder Management

Shift:

Hours Per Week: