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. 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!
 

Position Summary:

Responsible for overseeing and ensuring the quality, reliability, and stability of production systems and software releases. The ideal candidate will bring hands-on experience in quality assurance testing within production environments, strong coordination skills, and the ability to lead triage and validation efforts for post-release fixes, hotfixes, and production incidents. This role acts as a bridge between QA, Development, and Production Support teams, ensuring high-impact issues are properly tested, tracked, and resolved. Responsibilities may include:

• Confirming availability of test resources (people, environments, data, etc.),
• Communications: overall initiative test schedule to all appropriate parties,
• Work with Senior Tech Managers to develop key reporting metrics and status reporting for quality/testing; track status and completion of test deliverables across teams for the initiative
• Provide status of end to end testing efforts for all application testing
• Provide support for test phases as required
• Participate in quality of documentation, including but not limited to, HLDs, BRDs, BRD review/signoff, HLD/LLD development as appropriate

Lead QA validation for all production support releases including hotfixes, emergency patches, and data corrections

Act as the primary QA contact for triaging production incidents and coordinating with developers, business users, and production support teams

Design, maintain, and execute test plans and test cases specifically for production-facing changes and fixes

Manage regression and smoke testing cycles in production and pre-production environments

Work closely with development teams to reproduce, analyze, and test production defects

Ensure test data setup, environment readiness, and version control alignment for production verification

Drive root cause analysis and implement regression prevention strategies

Mentor junior QA testers and oversee their testing deliverables related to production support

Participate in incident review meetings and provide QA impact analysis and status updates

Continuously improve QA processes and documentation related to production services

Lead QA validation for all production support releases including hotfixes, emergency patches, and data corrections

Act as the primary QA contact for triaging production incidents and coordinating with developers, business users, and production support teams

Design, maintain, and execute test plans and test cases specifically for production-facing changes and fixes

Manage regression and smoke testing cycles in production and pre-production environments

Work closely with development teams to reproduce, analyze, and test production defects

Ensure test data setup, environment readiness, and version control alignment for production verification

Drive root cause analysis and implement regression prevention strategies

Mentor junior QA testers and oversee their testing deliverables related to production support

Participate in incident review meetings and provide QA impact analysis and status updates

Continuously improve QA processes and documentation related to production services

Required Qualifications:

• 5+ years’ experience leading technical projects with people process impacts through full change management lifecycle
• Self-starter, able to work in situations not well defined and develop project team routines and structure
• Proven success working in matrixed environments including multiple business, operations, technology and compliance partners
• Highly effective communication and collaboration in meetings and informal channels, including tailoring messages based on team or executive audience.  This includes clear and concise written communications
• Strong cross-team coordination, influence and negotiation skills
• Experience with Agile software delivery methodologies and use of Jira; Waterfall knowledge also beneficial
• Strong command of MS Office and Webex meeting facilitation
• Strong communication and facilitation skills
• Experience building strong relationships across the organization
• Demonstrated leadership with proven ability to motivate, negotiate and resolve conflict
• Demonstrated use of diplomacy, tact and composure in high-pressure situation

Desired Qualifications:

• Pega experience
• Solid understanding of web technologies, architecture and complex systems
• Previous Bank of America experience, especially with leading projects using enterprise change standards processes and tools
• Banking industry experience with AML and/or treasury and markets products and services
• Certifications in SAFE Agile and Project Management

Shift:

Hours Per Week: