Production Services Specialist

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 team provides 365x24x7 support for customer, security, technology, platform, and application-centric incidents. The Production Services Specialist is responsible for the oversight and management of day-to-day production platform support operations for the ATM Channel. This includes change coordination and on-call responsibilities for the AIT's supported as well as daily triage and platform support. Be able to perform analysis on production issues. The individual should function well under pressure and be skilled at providing managerial non-technical summaries to senior managers and line of business partners.

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:

• Ability to understand & follow the incident management process
• Tracking, Monitoring and Status Reporting of activities
• Ensure processes are followed at all stages
• Self-motivated and quick-learner team player who can take the full ownership to support
• Understand stakeholder’s expectations and objectives
• Participate/host calls independently with business and vendors team
• Should be able to understand the problem and recommend solutions by following SLAs
• Suggest process improvements to achieve or exceed desired quality
• Understanding of different ATM components
• 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
• Ready to work in rotating on-call shifts including weekends

Required Qualifications

• 5+ years hands on experience in IT systems/application or ATM Environment 
• Ability to understand technical documentation and basic system & application flows
• Ability to lead and perform under pressure.
• Drive to learn and grow in the Production Support organization
• Effective Communication skills across all levels (verbal and written)
• Telephone etiquette
• Ability to effectively lead triage Bridge Lines
• Ability to trouble shoot issues to identify root cause
• Ability analyze application or se