Production Services Specialist

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 support to end users and responding to issues related to incidents and problem management for multiple applications focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer client and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Overview:

This role provides critical technical production and enduser support for Capital Markets and Investment Banking platforms that enable deal execution reporting client mandate processing and compliance clearance. The position supports multiple mission critical time sensitive applications and partners closely with internal and external clients technology teams and business stakeholders across regions and time zones.

Key responsibilities include real time production monitoring incident triage and resolution root cause analysis batch and data feed support user service requests post release validation application health checks and compliance related requests. The role leads business impacting incident response ensures adherence to incident and problem management standards restores service within strict SLAs and drives root cause remediation and follow up actions.

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 verifies documents and wikis are updated and available for use during triage and supports on call responsibilities for incidents the documentation of application flows impacts during outages the customer experience and contacts for support needs
• Provides status updates and technical detail for awareness communications such as infrastructure application and client impact and component points of failure oversees accuracy of all communications sent and ensures any necessary reconvenes are scheduled
• Identifies business impact interprets monitors dashboards and logs and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios vulnerabilities and opportunities for improvement determines appropriate actions and escalate issues as needed
• Analyzes manages and coordinates incident management activities to detect problems that potentially affect the service level
• Fulfills research requests ad hoc reports and offline incidents at the direction of senior team members or the Technology/Production Services teams
• Provide front line production support and monitoring to ensure application stability and availability
• Triage troubleshoot and resolve production incidents including business impacting issues
• Lead incident response and bridge calls coordinating troubleshooting and escalation as needed
• Perform root cause analysis and drive remediation and preventative actions
• Monitor system alerts logs dashboards and performance metrics to assess impact and restore service
• Support batch jobs and data feeds including time sensitive failures
• Conduct post release validation and routine application health checks
• Resolve user requests related to access technical issues and data discrepancies
• Maintain accurate incident documentation runbooks and knowledge articles
• Partner with technology operations vendors and business teams to improve reliability
• Participate in a rotational weekend and after hours support schedule as required

Required Qualifications:

• Minimum 5-7 years of experience in application production support role.
• Production support experience supporting Java/J2EE applications in an enterprise environment including WebLogic web services Spring Boot and strong SQL/PL/SQL skills for troubleshooting
• Strong working knowledge of Linux/Unix environments and scripting languages such as Shell/Python including applications deployed on JBoss
• Experience using monitoring and observability tools (e.g. Splunk Dynatrace Nastel SiteScope) in a production support environment
• Hands on experience troubleshooting network related production incidents including load balancing traffic routing and DNS issues across on prem and cloud environments with a focus on rapid service restoration
• Experience and understanding database concepts (SQL / Oracle) and writing basic queries
• Banking or Capital Markets domain knowledge preferred
• Ability to manage multiple tasks simultaneously and adapt quickly to changing priorities and production demands
• Self-starter with the ability to work independently as well as collaboratively within cross-functional teams
• Excellent analytical skills with the ability to identify root causes of complex production issues
• Familiarity with SRE principles including SLO/SLI definition error budgets and toil reduction strategies
• Experience identifying and automating repetitive operational tasks to reduce toil and improve team efficiency
• Understanding of CI/CD pipelines and ability to support post-deployment validation in an automated release environment
• Experience defining and owningapplication availability targets contributing to reliability improvement plans and driving proactive measures to prevent recurrence of production degradation

• Provide on-call rotational support including off-hours support during weeknights Saturdays and Sundays

Desired Qualifications:

• Proven experience as a proactive problem solver in a production support environment
• Strong verbal and written communication skills with the ability to convey technical concepts to both technical and non technical audiences
• Ability to review system logs and monitor data to identify subtle performance anomalies
• Strong prioritization skills with the ability to manage multiple incidents under tight deadlines
• Collaborative mindset with experience working across cross functional teams

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:

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