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. 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!

Position Summary:

The Production Services Specialist II will provide application production support for Bank of America’s Global Banking Applications. 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.

Primary Responsibilities of this role include:

• Identification and resolution of production incidents
• Problem Management post-incident resolution to determine root cause, mitigating actions, drive and track permanent resolution
• Management of incident and problem tickets through the enterprise ITSM tool
• Understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures
• Capacity and Performance Management
• Working with development teams for take-on and training of new services or significant upgrades
• Providing support for Audits (internal and external)
• Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements  

Responsibilities:

• Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services 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
• Actively engage and lead production support issues/incidents
• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution
• Ensure production and performance SLAs are met and escalate issues which needs attention
• Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision
• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services
• Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures
• Exercises judgment within defined procedures and practices to determine appropriate action
• 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
• Should have increased awareness and exposure to basic technical principles, concepts and techniques
• Resolves complex issues. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors
• Support of on-call rotation for off-hours and weekend support as needed

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Skills: