Production Services Specialist - Compliance Risk (Global Financial Crimes)

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Production Services Sr. Analyst role provides front line technical support to end users and responding to issues related to Problem/Incident Management, Releases/Deployments, Operational Readiness, Application Monitoring, and Production Governance. Production Services Sr. Analyst is expected to learn the business and technical components of an application and work with peers to ensure stable release deployments and platform stability.

Grow your career in our dynamic and fast paced environment of diverse software platforms and challenging projects that shape the future of the banking industry.

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, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs

• Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled

• Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services

• Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed

• Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level

• Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams

• Provides on call support for problem triaging and will coordinate with various support teams across the organization

• Looks for areas of improvement in monitoring, application stability, and speed of determining root cause

• Performs trouble shooting, analysis, research and resolution using advanced query and programming skills and conducts root cause analysis

• Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades etc

• Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.

• Assesses initial severity, gath