Production Services Specialist

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 a diverse and 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!

The role is to provide Application Production Support for Bank of America’s Global Banking Applications. 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:

• Identification and resolution of production incidents
• Problem Management: post-incident resolution to determine root-cause, mitigating actions, to drive and track permanent resolution
• Management of incident and problem tickets through the enterprise ITSM tool
• Capacity and Performance Management
• Working with development teams for take-on and training of new services or significant upgrades

• Providing support for Audits (internal and external)

• Stakeholder management: working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements

• 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

Required Qualifications:

• 5+ years of relevant IT experience i.e. Production or Release Support, ITIL, Technical Implementations, or equivalent
• Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
• Excellent written and verbal communication skills
• Good knowledge of Tandem / Non-Stop, Message gateway, NDM
• Strong operating system knowledge in Unix and Tandem including good scripting skills
• Experience with Database technologies used in Tandem along with being able to write queries to support incident resolution
• Knowledge of event-driven and schedule-driven batch processes
• Experience of handling various production support roles (technical –L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
• Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
• Experience with: troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk, real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Ability to work closely with Technology Infrastructure, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
• Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
• Experience with on-call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues
• Working on some weekends and bank holidays as part of a 5 day week shift pattern
• Support of on-call rotation for off-hours and weekend support as needed

Desired Qualifications:

• Bachelors degree in Computer Science or related technical field
• Proven knowledge in some/all of the following: Tandem, Messageway, NDM, Tandem Jobs, Tandem navigation skillset, troubleshooting on tandem related issues

Skills:

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

Shift:

Hours Per Week: