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!

Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully. Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs. Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Job Description:

Application Production Support for the Bank of America’s Global Banking Applications

Responsibilities:

Primary responsibilities are identification and resolution of production incidents. Drive 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:

Regularly monitor system performance, system usage, and resource consumption and take preventive measures before issues ariseGet into the technical investigation at the application level for troubleshooting and resolutionBuild automation scripts leveraging tools to eliminate manual work, dashboards for proactive detection of incidentsEnsure all technical documents are up-to-date and accurately reflect the system design and functionalityCapacity and Performance ManagementWorking 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 

Skills:

8-12 years of relevant IT hands on experience in L2 or L3 Application Production Support, Technical Implementations, or equivalentDemonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peersExperience in Payment & Settlement application support with Asia Pacific payment systems (online, real-time payment, RTGS and other domestic payments) is preferredExcellent written and verbal communication skills (English). Excellent interpersonal and negotiation skillsProven knowledge in some or 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 such as 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 troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/riskExperience with 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 Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.Ability to work collaboratively with cross functional teams or offshore teamAbility to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restorationStrong communication skill to liaise with stakeholders, team members, and products vendorsExperience 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 issuesAbility to suggest, implement ideas for enhancing the customerFlexibility to work on weekends, bank holidays in EMEA shift as part of a 5 day week shift patternSelf-motivated and possess drive, and ability to work independently and a good team playerStrong attention to detail and ability to prioritize effectively

Desired Skills:

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