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.

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

Position Summary

• Seeking a skilled Problem Management specialist to provide US regional support of the Problem Management function for Global Banking and Payments organization. This role will partner with global teammates and Enterprise teams to provide seamless delivery of Problem Management processes for 850 Global Banking Applications

Key Responsibilities:

• Problem Management & Root Cause
• Analysis:
  • Participate in the problem management lifecycle including identification investigation root cause analysis (RCA) resolution tracking and thematic analysis.
  • Facilitate structured post-mortem reviews for high-severity incidents ensuring detailed documentation of impact root cause contributing factors and lessons learned.
  • Drive the creation and implementation of permanent fixes or preventive measures in coordination with development infrastructure and support teams.
• Regulatory & Audit Compliance:
  • Ensure all problem records related to regulatory-impacting incidents well documented and properly tracked.
  • Support timely completion of regulatory post-incident reporting and provide high-quality input to external and internal stakeholders including risk and compliance teams.
  • Track and ensure closure of all problem related remediation actions with documented evidence in line with audit requirements.
• Cross-Functional Coordination
  • Central point of contact for problem-related topics across Application Support Development Infrastructure and Risk functions.
  • Champion and drive systemic improvements by influencing across siloed teams and escalating blockers when necessary.
  • Drive continuous service improvement initiatives by identifying recurring issues systemic risk and operational inefficiencies.
• Governance & Reporting
  • Ensure problem management KPIs and metrics are consistently tracked reported and improved.
  • Prepare and present regular dashboards analysis and governance details for senior technology and business management.
  • Maintain high-quality problem records in the system of record ensuring they are accurate complete and up to date.

Required Qualifications

• Systems thinking is the single most critical skill for a Problem Manager as a Problem Managers core responsibility is not just finding what broke but understanding why it broke how it connects to other components and what must change to prevent recurrence. .
  • 5-8 years of experience in IT Operations Application Support Incident Management or Problem Management in a complex environment.
  • Familiarity with ITIL Problem Management lifecycle and practices (ITIL certification preferred).
  • Strong analytical and technical skills to understand complex application landscapes and failure nodes.
  • Experience working with ITSM tools such as Service Now Remedy or JIRA.
  • Excellent facilitation and communication skills able to engage senior stakeholders across Technology & Business.
  • Ability in influence without authority and drive outcomes across geographically dispersed teams.
  • Strong documentation skills for post-mortem reviews and executive reporting.
  • Awareness of audit and control expectations in a banking or financial services environment.
  • Results driven with a strong sense of accountability and ownership
  • A collaborator who must be able to remain calm under pressure juggle multiple priorities using initiative to meet deadlines without close supervision

Desired Qualifications

• Experience working in a large enterprise IT Organization
• ITIL Problem Management Certification
• Experience managing post-incident reporting for regulators
• Payments and Treasury Cash Management knowledge
• Experience with triaging mission critical systems failure and resolution

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: