"Alerted.org

Production Services Specialist ll

Plano, Texas

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:

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:

+ 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

Position Summary

Running the day-to-day operations of the technology platform (Java, MS SQL Server, Oracle, Unix, Dynatrace or App Dynamics, Splunk, Protegrity, Kafka, Python, Autosys). Identifies possible production issues, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

Actively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution.

+ Ensure production and performance SLAs are met and escalate issues which needs attention.

+ Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures.

+ Exercises judgment within defined procedures and practices to determine appropriate action.

+ Support of on-call rotation for off-hours and weekend support as needed.

Required Qualifications

+ Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers

+ 5+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent)

+ Excellent written and verbal communication skills (English)

+ Proven knowledge in some or all of the following: Java/J2EE, Dynatrace or App Dynamic, Splunk, Kafka, Python.

+ Good knowledge of Middleware components such as Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft

+ Strong operating system knowledge in Unix and Windows including strong scripting skills

+ Must have experience with Oracle, DB2 and PL/SQL query performance tuning.

+ Knowledge of event driven and schedule driven batch processes

Desired Qualifications

+ Bank of America - Incident Management, Problem Management

Skills:

+ Adaptability

+ Analytical Thinking

+ Influence

+ Production Support

+ Risk Management

+ Automation

+ Collaboration

+ Innovative Thinking

+ Result Orientation

+ Solution Design

+ Business Acumen

+ DevOps Practices

+ Project Management

+ Solution Delivery Process

+ Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.