Production Services Specialist II - DAIT consumer and Middleware Applications

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
• Reviews upcoming changes and the change runbooks(Detailed task steps)
• Executes the approved changes in production without any errors
• Supports ARC/DR/Data center Isolation exercises
• Must have excellent oral and written communication skills
• Work under minimal supervision and independently.
• Willing to work in shifts and on weekends on rotation basis.
• Identify opportunities for monitoring and automation
• Develop tools, dashboards, reports, alerts using various tools like Splunk, Dynatrace etc. to aid and improvise monitoring and day to day tasks to reduce resource overhead.
• Identify stability and risk items in Production, work with various teams to remediate and ensure production environment is stable, available, and resilient

Required Qualifications

• Proven experience in L3 Production support or a related role.
• Experience in supporting Java/J2EE Web services based applications with high volume transactions.
• Experience in troubleshooting infrastructure level issues along with application interactions.
• Experience with Remedy, Service now, JIRA in creating/updating/closing incident tickets
• Experience in writing SQL statements for data analysis and identify data quality issues.
• Proficient in using tools ;like Excel, notepad++, and TOAD etc.
• Deep knowledge of Splunk and Dynatrace tools to quickly identify issues in production.
• Good knowledge of using Unix/Linux commands to login into servers, fetch logs, copy/delete files, run shell scripts.
• Strong Data analysis, analytical and problem-solving skills.
• Familiarity with incident and problem management processes.
• Excellent communication and interpersonal skills.
• Ability to work effectively independently and in a team environment
• Willingness and availability to provide weekend support on a rotational basis.