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!

Position Summary:

Application Production Support for the Bank of America’s Global Banking Applications, primary responsibilities are 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.

The role also includes:

Capacity and Performance ManagementWorking with development teams for take-on and training of new services or significant upgradesProviding 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

Required Qualifications:

Bachelor’s Degree in Computer Science or related field5+ years of relevant IT experience i.e. Production or Release Support, ITIL, Technical Implementations, or equivalentDemonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peersExcellent written and verbal communication skills (English)Proven knowledge in some/all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoftGood knowledge of Middleware components; Message Broker, IBM Websphere MQ, JBoss application server, MuleSoftStrong operating system knowledge in Unix and Windows including strong scripting skillsExperience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolutionKnowledge of event driven and schedule driven batch processesExperience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling toolsAbility to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production GovernanceExperience with: troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk, real-time restoration, 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 periodAbility to work closely with Technology Infrastructure, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restorationExperience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem managementAbility to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issuesWorking on some weekends and bank holidays as part of a 5 day week shift pattern

Desired Qualifications:

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 ManagementActively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research and resolutionEnsure production and performance SLAs are met and escalate issues which needs attentionPerforms analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervisionIdentifies 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 proceduresExercises judgment within defined procedures and practices to determine appropriate actionServes as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requestsShould have increased awareness and exposure to basic technical principles, concepts and techniquesResolves complex issues. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factorsSupport of on-call rotation for off-hours and weekend support as needed

Skills:

AdaptabilityAnalytical ThinkingInfluenceProduction SupportRisk ManagementAutomationCollaborationInnovative ThinkingResult OrientationSolution DesignBusiness AcumenDevOps PracticesProject ManagementSolution Delivery ProcessStakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40