Production Services Analyst

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:

• Production Services is responsible for running the day to day operations of the technology platform.
• Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.
• The Production Services Analyst identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.
• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.
• Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills.
• Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves less complex issues.
• Consults with end users to determine optimal configuration of equipment and applications.
• Works on problems of minimal scope where analysis of situation or data requires a review of identifiable factors.
• Exercises judgment within defined procedures and practices to determine appropriate action. Should have awareness and exposure to basic technical principles, concepts and techniques. Competent to work under supervision on less complex systems issues, in some cases working from documentation. Limited responsibility. Limited knowledge of business or function for which system is designed. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Typically this is considered an entry-level position.

Position Summary

This role supports critical HealthCare Payment Services (HPS) that is deployed to multiple clouds (AWS, Azure, Heroku). It is critical to fill this role ASAP in order to maintain the Service Levels.

Payment Application Support Engineer:
Requirements for this position are listed below:

You will be responsible for support of cloud (AWS, Azure) deployed applications related to Payment industry, which

• receive card transactions from POS Terminals, Hosted Payment Pages, and forwarding them to Payment Processors
• onboard merchants to transaction processing applications, platforms

As a Support Engineer, you can look forward to:

• Supporting Gateway applications that process card transactions for Visa, MC, AMEX, DISC.
• Analyzing transaction failures and make recommendations to improve application reliability and quality, support processes, practices, and procedures.
• Making strong technical decisions and complete tasks & assignments under limited supervision.
• Recognizing problems that need further investigations, seeking assistance when needed, and demonstrating initiative and self-motivation.
• Ensuring documentation of production incidents and collaborate with different support and development teams and resolve issues.
• Assisting the team in devising new support processes and ensure their implementation as per company policy.

• Solid understanding of the SDLC, ITIL processes, change management, release management and configuration management.
• Knowledge of Payment industry, Cards, ATM & POS Terminal and transaction