Production Services Specialist II

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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

The Production Services Specialist is responsible for running the day-to-day operations of the Zelle and Wires portfolio technology platform. The Production Services Specialist 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. 

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.

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

Responsibilities:

• 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 complex issues
• Consults with end users to determine optimal configuration of equipment and applications
• Works on problems of minimal-moderate 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 increased awareness and exposure to basic technical principles, concepts and techniques
• May provide coaching and mentoring for other employees but does not directly manage others
• Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives
• Participates with management in the development of technology products, service standards and development efforts that impact the client/business area
• Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests
• Provides the client areas with technology products and service alternatives that improve the production services environment
• 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 activiti