About the position
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!
Responsibilities
- 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, 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 needs.
- Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors.
- Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality.
- Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement.
- Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows.
- Assesses 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.
- Runs start-of-day application health checks.
- Performs traffic routing, takes servers out of tier, adds servers into tier, takes java core dumps for root cause analysis, recycles jvms, warm up jvms, and adds servers into tier during production issues on need basis.
- Reviews/updates application MRDs (monitoring requirement documents) for proper monitoring.
- Provides application release/Change Support.
- Reviews upcoming changes and the change runbooks (Detailed task steps).
- Executes the approved changes in production without any errors.
- Supports ARC/DR/Data center Isolation exercises.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field or Equivalent Work Experience.
- Proven experience in production support or a related role.
- Experience in supporting Java/Java web services based applications with high volume transactions.
- Working knowledge of Splunk and Dynatrace tools to identify issues in production quickly.
- Basic knowledge of using Unix/Linux commands to login into servers, fetch logs, copy/delete files, run shell scripts.
- Strong analytical and problem-solving skills.
- Familiarity with incident and problem management processes.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a team environment and independently.
- Willingness to work in shifts and provide weekend support on a rotational basis.
Nice-to-haves
- Experience with Remedy, Service now, JIRA in creating/updating/closing incident tickets.
- Executing Bladelogic scripts to route traffic/recycle JVMs and enable/disable MQs.
- Routing traffic using AIC tool.
- Recycling JVMs using IBM Websphere/Jboss/Tomcat admin consoles.
- Experience in using SoapUI tool to test SOAP/REST APIs.
- Enable/disable MQs using Nastel Navigator.
- Working knowledge of SQL and running queries in any DB (DB2, Oracle).
