Mainframe Production Operations Specialist II

Chandler, Arizona

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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 being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include documenting or modifying knowledge, performing investigations, identifying incidents, mitigating impacts and engaging in triages, and working with technology teams to identify and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

The individual in this role will participate in the planning, development, and implementation of infrastructure solutions involving cross-functional technical experts to meet specific deployment requirements aligned with available playbooks and technical blueprints. This individual is viewed as a technology domain subject matter expert (SME); able to provide and communicate technology solutions across differing audiences including technical, managerial, and/or vendors. This role will participate in multiple projects and activities related to special initiatives or operations. This individual will lead the resolution process for problems where analysis of situations or data requires an evaluation of various factors. In addition, this individual will exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results. This role will establish input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system. Candidate must have 5 or more years of console operations work experience in a large scale multi-platform data center. The Mainframe operations team provides the first level of response for all infrastructure issues. Additionally, this role supports weekend change activities helping to ensure mainframe infrastructure changes are implemented successfully within the scheduled change window.

Responsibilities:

Monitors and supports application components and infrastructure critical to the business, such as relevant technologies and dashboards, responds to alerts regarding production incidents, and resolves issues prior to customer service interruption
Fulfills requests from users, operations, auditors, and regulators within service level agreements and drives operational excellence through process improvement and monitoring development efforts related to supported technologies
Onboards monitoring tools and applications in access system(s) of record to research potential production incidents, meet user requirements and service changes, and identify and implement automation opportunities in partnership with architects and engineers
Communicates status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetings
Performs environment routing and cycling, implements splash pages, and liaises with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP)
Manages aged revocation monitoring to identify and fix defects in applications and systems of record
Prepares technical documentation and develops procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations
The individual in this role will participate in the planning, development, and implementation of infrastructure solutions involving cross-functional technical experts to meet specific deployment requirements aligned with available playbooks and technical blueprints.
This individual is viewed as a technology domain subject matter expert (SME); able to provide and communicate technology solutions across differing audiences including technical, managerial, and/or vendors.
This role will participate in multiple projects and activities related to special initiatives or operations.
This individual will lead the resolution process for problems where analysis of situations or data requires an evaluation of various factors. In addition, this individual will exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results.
This role will establish input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system.

Required Qualifications:

This is a 3:30 PM - 2:30 AM (MST) shift 4 days a week Wednesday through Saturday and will require on call rotation and some Holidays
Highly effective ability to perform SYSMOD activities (IPL, automation). Apply extensive knowledge of the infrastructure and business applications in order to minimize disruption of services, the delay of deliverables or the recovery of failing components.
Capable of training colleagues and/or leading subordinates. Proven self-motivated ability to organize or actively participate in projects that improve the overall ability of the organization to provide effective, efficient, and low cost services.
Expert working knowledge of the mainframe environment and the relationship to the business units. Primary responsibility is support the SYSMOD weekend activities and to minimize the impact to service delivery caused by failures of online processing and infrastructure in the Mainframe processing environments.
To escalate issues and problems to support or upper management groups as required and to provide expert operational assistance to diagnose and repair same.
Cross training of peers in discipline area of expertise. College degree or equivalent experience/certificate in Computer Arts/Science with focus or experience on mainframe technologies. ITIL certifications a plus.
ITSM knowledge a plus. Previous experience in financial firm, performing similar function is highly desirable.

Desired Qualifications:

Demonstrate ability to support cross-organization initiatives.
Works effectively with others by establishing and maintaining positive working relationships on a diverse team.
Strategic Thinker: able to anticipate business needs and growth opportunities. Challenging the status quo and continuously looking for opportunities to modernize and automate wherever we can.
Self-motivated and results-orientated
MS Office Skills (Excel, Word, Outlook)
Strong organizational skills with attention to detail
Good analytical and problem solving skills
Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns and opinions across differing levels of management
The ability to work effectively in a fast-paced environment with tight deadlines
Flexibility to react and adapt to rapidly changing scenarios

Skills: