Job Information
Bank of America Production Services Specialist in Chandler, Arizona
Production Services Specialist
Chandler, Arizona
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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Position Summary:
The Production Services Specialist will provide frontline application production support for Bank of America’s Global Banking Applications. This role is the key focal point for the customer/client /associate experience and owns restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause and problem resolution follow-up.
Primary Responsibilities of this role include:
Identification and resolution of production incidents
Problem Management post-incident resolution to determine root cause, mitigating actions, drive and track permanent resolution
Management of incident and problem tickets through the enterprise ITSM tool
Understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures
Responsibilities:
Lead production support triage efforts for all impacting incidents; manage bridge line troubleshooting and appropriate team engagement; engage in technical research and troubleshooting; and escalate to next level of leadership as needed.
Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate information from junior team members; approve and communicate all impacts to appropriate leadership, communications channels and so on.
Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent and ensure any necessary reconvenes are scheduled.
Communicate clearly with all levels of management, line of business contacts, vendors and so on
Responsible for ensuring all impacts are recorded and are documented accurately in the system of record and may provide oversight of impact records for multiple junior team members
Participate in and drive the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage
Responsible for the data quality and completion of incident tickets and is responsible for daily, weekly and end of month reporting of data quality
Assess and prioritize research requests, ad hoc reports and offline incidents at the direction of the Technology Services Specialist and delegate work as needed to junior team members and peers
Support 24 x 7 On Call responsibilities for any business impacting incident
Understand application functionalities and application flows to backend systems
Manage and coordinate all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change reporting
Serve as a subject matter expert (SME) for an application(s) within your portfolio, have extensive knowledge of application functionalities and application flows to backend systems
Identify possible production failure scenarios, vulnerabilities and opportunities for improvement and take ownership of restoral or escalation to appropriate development teams
Promote and enforce production governance during triage/testing and fix efforts; exercise judgment to determine appropriate actions
Working with development teams for take-on and training of new services or significant upgrades
Providing support for Audits (internal and external)
Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements
Skills:
Adaptability
Analytical Thinking
Influence
Production Support
Automation
Collaboration
Innovative Thinking
Result Orientation
Solution Design
Required Qualifications:
3+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent)
Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
Excellent written and verbal communication skills (English)
Proven knowledge in some or all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
Experience with real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
Strong operating system knowledge in Unix and Windows including strong scripting skills
Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
Ability to suggest, implement ideas for enhancing the customer experience
Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
Ability to work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues
Working on some weekends and bank holidays as part of a 5 day/week shift pattern
Desired Qualifications:
Knowledge of event-driven and schedule-driven batch processes
Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution
Good knowledge of Middleware components such as Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft
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 and affirmative action, 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 "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.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 .