Production Services Specialist II- Problem Management

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

LOB Description:

The position requires an individual that is innovative with a great deal of initiative and a collaborative, yet proactive approach. The candidate will be expected to provide Problem Management coordination, data analysis and relationship management capabilities within the team. This function is integral to the success of the Bank's stability by identifying root cause of issues, preventing recurrences, identifying potential disruptions, and proactively implementing mitigations to maximize service availability across Network Services. The ideal candidate possesses excellent communication skills, will participate in the implementation and ongoing adherence of the Problem Management process, and serves as a fully seasoned/proficient process resource. The candidate will provide process knowledge and capabilities as an individual contributor and will work under minimal supervision, with general guidance from more seasoned consultants or managers.

• Lead Problem Investigation efforts for all network technologies
• Conduct proactive assessments of events to determine opportunities for root cause investigation
• Ensure that the problems for which they are responsible for
• Reviews Problem priority and determines if the impact or urgency needs to be adjusted
• Progress (and are tracked) through the Problem Management process in a timely and prioritized fashion
• Ensure that the information entered/documented is accurate and complete; Including, but not limited to, workarounds, solutions, process enhancements, and root cause
• Ensure that the root cause is determined
• Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards

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.

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

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Experience Range- 5 to 7 Years
• B.S. degree in Computer Science, Engineering, Business, or equivalent preferred
• Excellent oral and written communication. – Must be able to communicate at all organizational levels
• ITIL Foundation
• Experience with Problem or Incident Management
• Knowledge of IT Technical skills across multiple disciplines
• The ability to provide leadership skills (self-starter / self-motivated)
• Organized and detail oriented
• Strong technical acumen
• Strong analytical skills
• Knowledgeable on JIRA, Confluence, and experience with Agile framework & SCRUM ceremonies
• The candidate must have excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management.
• Candidate should have experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours) to successfully interact and communicate on a global level

Desired Qualifications:

• Experience in networking principles and protocols
• Cloud or SDN knowledge and experience
• Experience working in an Agile environment
• Experience in Networking-related disciplines within a design, implementation, or operations role
• Relevant Industry certifications in Network Technologies
• Experience of working within financial services (Insurance, Banking, Investment banking)
• Experience with other network technologies
• WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, DDI, Load Balancing, and AAA

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

Shift:

Hours Per Week: