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:

The Production Support Specialist II is responsible for providing APS operational support for Shared Platform that includes critical Tier-1 apps like CAAS, IAAS, UIPath, etc.

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:

Provide in-depth problem analysis of application, system errors, and performance issuesProactive application stability analysis – investigate performance concerns, system errors, improve maintenance processes, automation, and resolution of open issuesOwnership of problem root cause analysis and remediationChronic issue investigation for critical application issuesLead proactive monitoring review and implementationOn-call support for production releasesLeads 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 peers

Required Qualifications:

Strong knowledge in .NET, ASP.NET, IIS, Windows, SQL ServerHands on experience in .NET, ASP.NET, IIS, Windows, SQL ServerExperience in working in Production Support environment, triage and RCA experienceKnowledge on ITSM Remedy, Splunk, Dynatrace4+ years of production support experience

Desired Qualifications:

Troubleshooting, Dynatrace, Splunk, Production SupportDebugging skills and ability to analyze thread and heap dump

Skills:

AdaptabilityAnalytical ThinkingInfluenceProduction SupportResult OrientationSolution DesignBusiness AcumenProject ManagementSolution Delivery ProcessStakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40