Production Services Specialist II

Bank of America•Charlotte, NC

4d•Onsite

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! Job Description: 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. Overview: Application support role in Production Services is responsible for running the day-to-day retail business and operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Application Monitoring, Batch, Release/Deployment, Operational Readiness, Capacity/Availability Management, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. Active monitoring and maintaining the stability of live production systems, responding to incidents, troubleshooting technical issues. Performing root cause analysis and collaborating with development teams to ensure smooth operations and minimal downtime. Requiring strong technical expertise, excellent communication skills, and the ability to work under pressure in a fast-paced environment. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Requirements

3-5+ years’ experience in Application support
Development or support experience in J2EE technologies, webservices, Spring, Spring Boot, SQL, PL/SQL
Knowledge in Linux and Scripting languages Shell/Perl/Python, Unix & JBOSS environment
Leveraging monitoring tools such as Splunk, Dyna Trace, Nastel, Site scope in application support
Familiarity with networking infrastructure such as LTM, GTMs and routing of application traffic between data centers
Excellent analytical skills to identify the root cause of complex issues and devise effective solutions
Clear and concise verbal and written communication to effectively convey technical information to both technical and non-technical audiences
Ability to meticulously review system logs and identify subtle anomalies impacting performance
Ability to prioritize tasks and manage multiple incidents simultaneously within tight deadlines
Collaborative approach to working with cross-functional teams to achieve common goals

Nice To Haves

Good to have banking domain knowledge

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
Quickly identify, escalate, and resolve production issues by monitoring system alerts, logs, and performance metrics
Analyze system behavior, diagnose root causes of problems, and implement corrective actions to restore functionality
Investigate recurring issues, identify underlying causes, and develop preventative measures to avoid future incidents
Actively monitor production systems for performance degradation, potential bottlenecks, and anomalies using monitoring tools
Assist in the deployment of new software updates and configurations to production environments, ensuring seamless transition
Maintain detailed documentation of system configurations, troubleshooting procedures, and knowledge base articles
Work closely with development teams, operations teams, and other stakeholders to identify and resolve issues effectively
Prepare and present reports on production system performance, incidents, and resolution times to relevant stakeholders
Provide on-call rotational support, including off-hours support, during weeknights, Saturdays, and Sundays and on holidays as required