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:

Production Services is responsible for running the day to day operations of the technology platform.

Work activities specific to Production Services roles include:

• Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.
• The Production Services member identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.
• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision.
• Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications.
• Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.
• Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives.
• Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Required Qualifications:

• 5+ years of experience in developing or supporting Distributed/web applications.
• 5+ years using Java and Web technologies (HTML, CSS, JavaScript, XML)
• 3+ years of experience in Sales fulfillment workflow engines - Activate and Appian
• Linux / Unix OS knowledge and commands
• Oracle, PLSQL
• Monitoring Tools - Splunk, Dynatrace, Glassbox and catchpoint

Desired Qualifications:

• 5+ years in Production Support, Performance Testing, and/or related technical environment
• 5+ years working in a Linux environment
• Experience with monitoring tools - Splunk or datadog or Newrelic
• Experience with one or more of the following: AppDynamics, Introscope, Dynatrace
• Scripting in Bash and/ or Powershell
• Enjoys solving problems
• Detail oriented and organized

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: