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!

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.

Overview:

• Application support role in Production Services is responsible for running the day-to-day retail business and operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management Application Monitoring Batch Release/Deployment Operational Readiness Capacity/Availability Management Service Analytics and Reporting Production Governance Triage Associate Support Change/Configuration Management etc.
• Active monitoring and maintaining the stability of live production systems responding to incidents troubleshooting technical issues.
• Performing root cause analysis and collaborating with development teams to ensure smooth operations and minimal downtime.
• Requiring strong technical expertise excellent communication skills and the ability to work under pressure in a fast-paced environment.
• 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.

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
• Quickly identify escalate and resolve production issues by monitoring system alerts logs and performance metrics
• Analyze system behavior diagnose root causes of problems and implement corrective actions to restore functionality
• Investigate recurring issues identify underlying causes and develop preventative measures to avoid future incidents
• Actively monitor production systems for performance degradation potential bottlenecks and anomalies using monitoring tools
• Assist in the deployment of new software updates and configurations to production environments ensuring seamless transition
• Maintain detailed documentation of system configurations troubleshooting procedures and knowledge base articles
• Work closely with development teams operations teams and other stakeholders to identify and resolve issues effectively
• Prepare and present reports on production system performance incidents and resolution times to relevant stakeholders

Required Qualifications:

• 3-5 years experience in Application support
• Development or support experience in J2EE technologies webservices Spring Spring Boot SQL PL/SQL
• Knowledge in Linux and Scripting languages Shell/Perl/Python Unix & JBOSS environment
• Leveraging monitoring tools such as Splunk Dyna Trace Nastel Site scope in application support
• Familiarity with networking infrastructure such as LTM GTMs and routing of application traffic between data centers
• Good to have banking domain knowledge
• Provide on-call rotational support including off-hours support during weeknights Saturdays and Sundays and on holidays as required

Desired Qualifications:

• Excellent analytical skills to identify the root cause of complex issues and devise effective solutions
• Clear and concise verbal and written communication to effectively convey technical information to both technical and non-technical audiences
• Ability to meticulously review system logs and identify subtle anomalies impacting performance
• Ability to prioritize tasks and manage multiple incidents simultaneously within tight deadlines
• Collaborative approach to working with cross-functional teams to achieve common goals

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: