Production Operations 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 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!

LOB Description:

The Production Operations Specialist is responsible for monitoring application and system alerts performing initial triage and executing alert-based steps to restore service role works closely with production support and cross-functional technical teams to escalate and coordinate issue resolution as needed ensuring minimal impact to position follows established event management processes and focuses on timely response accurate diagnosis and disciplined alert handling.

• Note: Work Hours 12:30 PM ET to 9:30 PM ET / Weekends - Rotating Shift Schedule - Once Per Month.

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 performing initial investigations mitigating impacts through routines and engaging in triages responding to user requests and working with technology teams to identify troubleshoot 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.

Responsibilities:

• Monitors and supports application components and related infrastructure acts as the first point of contact for users and responds to alerts regarding potential production incidents
• Interprets and monitors dashboards tools and reports in order to proactively identify and address potential issues prior to production impact escalating issues to senior team members or subject matter experts as needed
• Performs environment routing and cycling implements splash pages and conducts user ID administration access provisioning/deprovisioning (additions modifications deletions) for applications
• Works with technical partners to generate status updates create technical detail for awareness communications such as infrastructure application and client impact and component points of failure and schedules follow up meetings
• Partners with change and release teams to support implementations and proactively identify potential issues resulting from changes
• Tracks incidents and requests in a defined system executes procedures reliably fulfills requests from business users and operations and escalates issues as needed to solve incidents quickly
• Keeps operational procedures updated and provides data that adheres to documentation requirements and audits

Required Qualifications:

3 years of experience in event management production support or monitoring operations within an enterprise environment.

Proven ability to operate effectively in high-pressure situations coordinating across multiple technical teams to support timely alert / incident resolution.

Strong verbal and written communication skills.

Demonstrated analytical skills with the abilty to quickly access alerts follow identified steps for remediation and take appropriate action.

Experience working with centralized monitoring frameworks and tools.

* Working knowledge of ITIL practices with emphasis on Incident & Change Management and Service Request processes.

Desired Qualifications:

Experience with enterprise incident tools (e.g. Remedy ServiceNow or JIRA).

Familiarity with monitoring and observability tools (e.g. Splunk Dynatrace or similar monitoring tools).

Foundational knowledtge of infrastructure networking or application support.

Prior experience supporting monitoring activites; includes initial (Level 1) alert triage and response.

* Ability to use Microsoft (M365) tools (e.g. Excel Word Powerpoint Teams).

* Strong drive to learn new technical skills and tools.

Quickly recognize unresolvable or major issues and escalate immediately.

Skills:

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

Shift:

Hours Per Week: