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 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

The Production Services Specialist is responsible for running the day-to-day operations of the Zelle and Wires portfolio technology platform. The Production Services Specialist identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. 

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.

Work activities specific to Production Services roles include:

Problem/Incident ManagementRelease/DeploymentOperational ReadinessCapacity/Availability ManagementApplication MonitoringService Analytics and ReportingProduction GovernanceTriageAssociate SupportChange/Configuration Management

Responsibilities:

Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production ServicesCreates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and proceduresTakes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skillsPerforms analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervisionResolves complex issuesConsults with end users to determine optimal configuration of equipment and applicationsWorks on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factorsExercises judgment within defined procedures and practices to determine appropriate actionShould have increased awareness and exposure to basic technical principles, concepts and techniquesMay provide coaching and mentoring for other employees but does not directly manage othersInitiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectivesParticipates with management in the development of technology products, service standards and development efforts that impact the client/business areaServes as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requestsProvides the client areas with technology products and service alternatives that improve the production services environmentLeads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as neededEnsures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needsIdentifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendorsManages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data qualityPromotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvementServes as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flowsAssesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peersThis job requires on-call rotational weekend work

Required Qualifications:

3+ years in Production Support, Production Monitoring, and/or related technical environment2+ years working in a Linux environment2+ years analyzing log data in Splunk3+ years performing root cause analyze of complex technical issues2+ years of application development using Java and RESTful services

Desired Qualifications:

3+ years experience in developing or supporting Distributed/backend/web applications.3+ years Java and Web and middleware technologies (HTML, CSS, Javascript, XML, Spring, Restful services)Linux / Unix OS knowledge and commandsOracle, PLSQLTools - Splunk, Dynatrace, Glassbox, Remedy Experience with Dynatrace

Skills:

AdaptabilityAnalytical ThinkingInfluenceProduction SupportCollaborationInnovative ThinkingResult OrientationSolution DesignBusiness AcumenDevOps PracticesSolution Delivery ProcessStakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40