Production Services Specialist

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!

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

Required Qualifications:

• 2 years of experience in production support.

• First shift hours Monday - Friday from 8am-5pmET. Flexible to work Release weekends and hours of shift may vary during that time and may be asked to be On-Call.

• Flexible to work Release weekends and hours of shift may vary during that time and may be asked to be On-Call.

• Strong planning and process management focus for release support, ability to communicate effectively with multiple teams concurrently (app dev, build engineering, etc.) on an ongoing basis.

• Must be available to cover as primary and secondary (backup) resource shifts for ongoing release functions including off hours and weekends.

• Must be proactive, flexible, have great attention to detail for Release communications, coordinating changes to Production, and preparing Release readiness tasks.

• Must be independent on weekends to be reliable for being available throughout the day, working on items while most other teams are offline, and escalating to partners/manager if any issues.

Desired Qualifications:

• General knowledge of technology test/deploy release cycle is a plus

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:

Hours Per Week: