Banking Channels Production Services Specialist ll

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed build a career and contribute to our shared success. This includes attracting and developing exceptional talent recognizing and rewarding performance and supporting our teammates physical emotional and financial wellness through affordable competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service community college education or a wide range of work and life experiences. These journeys foster resilience leadership and innovation strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration engagement and career development. Our approach includes clear in-office expectations while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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.

Responsibilities:

• Drive identification triage and resolution of production incidents with minimal business disruption
• Drive Problem Management including root cause analysis (RCA) mitigation and permanent fix tracking
• Manage incident and problem tickets through the enterprise ITSM platform ensuring SLA adherence
• Coordinate realtime restoration activities engaging development infrastructure and vendor teams
• Oversee capacity and performance management proactively identifying and mitigating risks
• Utilize modern monitoring and observability tools such as Splunk Dynatrace and Geneos for proactive detection
• Build and enhance automation scripts dashboards and alerts to reduce manual effort
• Support CI/CD pipelines including automated release and deployment processes
• Partner with Engineering teams for onboarding new services major upgrades and platform changes
• Ensure operational readiness for releases deployments and infrastructure upgrades

Required Qualifications

• THIS POSITION WILL REQUIRE WORK ON SOME HOLIDAYS AND WEEKEND FOR RELEASES
• 5-8 years of handson experience in L2/L3 Application Production Support within banking or financial services
• Strong experience supporting Corporate Banking and Channel applications with a solid understanding of regional and global payment products and clearing systems.
• Proven experience managing regional regulatory requirements and handling communications with regulators and senior stakeholders
• Expertise in Incident Problem Change Release and Deployment Management
• Handson experience with monitoring and observability tools such as: Splunk Dynatrace Geneos
• Experience working with CI/CD and automated release/deployment toolsets
• Strong technical knowledge of Java / J2EE (Core Java Web Services) integration technologies (SOAP/REST MQ Microservices) middleware platforms (IBM WebSphere MQ JBoss MuleSoft) and certificate management for secure applicationtoapplication and external connectivity in banking environments
• Unix and Windows operating systems with scripting capability
• Databases (Oracle Sybase MS SQL Server SQL) for production troubleshooting
• Experience handling realtime production incidents and highseverity outages
• Excellent written and verbal communication skills with ability to engage senior stakeholders
• Strong analytical skills with attention to detail and effective prioritization
• Selfmotivated proactive resilient and able to work independently and within global teams
• Demonstrated flexibility to work shift patterns weekends and public holidays

Desired Qualifications

• Experience supporting Payments & Settlement systems
• Endtoend exposure to Production Shared Services including: Service analytics and reporting Application monitoring and governance Capacity and availability management
• Strong experience driving automation and operational efficiency improvements
• Exposure to DevOps practices and closer alignment with engineering teams
• Ability to define track and present service stability KPIs and operational metrics
• Experience serving as a senior escalation point for complex crossfunctional incidents
• Awareness of technology risk management and operational risk controls in a banking environment
• Experience mentoring junior team members and collaboration with offshore or regional support teams
• Recognized as a senior subjectmatter expert (SME) providing guidance and thought leadership without direct people management responsibility

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Solution Delivery Process
• Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$73600.00 - $143800.00 annualized salary offers to be determined based on experience education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits access to paid time off resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.