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 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!
 

Job Description:

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.

Overview:

Responsible for providing Production operational support for Horizon and Legacy CI Work Management and Test Automation tools, including Crowd, Jira, Jira Align, Confluence, Octane, SOATest, Litmus, TOSCA and UFT.

• Specialized subject matter expert in CI tool administration and functionality
• Provide in-depth problem analysis of application functions, system errors, and performance issues
• Proactive application stability analysis and resolution: investigate/resolve performance concerns and system errors, enhance maintenance processes, and implement automation opportunities.
• Ownership of problem root cause analysis and remediation
• Chronic issue investigation for critical application issues
• Proactively identify and implement monitoring enhancements to improve application stability
• Provide consultation to Engineering, App Dev, and/or Infrastructure teams on break fixes, application upgrades/changes, config changes, and product enhancements
• Coordinate CTO level application management activities: Business continuity, NPT, and server patching and vulnerabilities
• Provide rotational on-call support for Production issues and releases
• Execute Disaster Recovery / ARC exercises

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, 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 activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers

Required Qualifications:

• Solid Production Support experience. Strong administration and functional knowledge in the following applications/processes: Octane, Crowd, Jira, Jira Align, and Confluence. Good functional knowledge of Dynatrace and Splunk
• 3+ years system administration experience with Micro Focus Octane, Atlassian Crowd, Jira, Jira Align, and Confluence applications
• 3+ years experience doing Production Support
• Expertise in application performance monitoring, tuning, troubleshooting, and root cause analysis
• Hands-on experience with creation of playbooks and automation scripts.
• Hands-on experience with RedHat Openshift Containers Kubernetes
• Moderate expertise in Unix system, scripting and knowledge on BASH, KSH shell programming languages
• General understanding of Oracle, MySQL and SQL database technologies
• Moderate experience writing SQL queries against RDBMS databases
• Strong analytical and critical thinking skills, self-motivated and resourceful enough to act independently
• Good interpersonal skills; positive attitude; team player; flexible/adaptable to change
• Strong written and verbal communication skills (English)
• Skilled in leading meetings, driving follow‑ups, negotiating effectively, and navigating ambiguity
• Keen attention to detail, inquisitive mindset, strong sense of ownership and accountability for work
• Strong self-starter and ability to work independently or with a team with little to no supervision
• Strong organizational and time management skills

Desired Qualifications:

• Moderate experience in writing Python and Powershell scripts
• Hands on experiencing with debugging issues in Openshift pods/cluster

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management
• Jira
• Octane
• Oracle DB
• Unix
• Splunk
• Dynatrace
• Java

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)

Pay and benefits information

Pay range$73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.