Bank Of America Production Services Specialist -GBS 

India, Tamil Nadu, Chennai 

468951121

Process overview

Payment Technology Application Support various payment mechanisms like ATM, Debit Card, Zelle, Account to Account transfer.

•ApplicationSupport throughIncident Management process driving towards Customer Impact mitigation, enabling great customer experience by reducing the application down time

•Responsible for production support, problem and incident management, operational change, and infrastructure delivery, refresh, and upgrades

•Manages the lifecycle of incidents through initial identification to mitigating customer impact, restoring environments to BAU status, and driving for permanent solution. Pursue the root cause of incidents.

•Manages the problem life cycle for implementing a permanently solution. Identify, facilitate, and manage the actions to correct the known error.

•Instituted Proactive Problem Management process to identify and resolve issues prior to service disruption

Job Description

Responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting and timely escalation. Responsible for break-fix activities which require reviewing Root Cause Analysis, Small Changes to Code or Debug for triage, Unit Test and Deploy in production following the release management & code deployment process.

Responsibilities

• Monitor and support applications for 100% SLA meets.
• On call support
• Production Ticket/Issue Triage
• Preparing RCA – Root Cause Analysis (RCA) document
• Partner with Application team, CCO, Level 3 support teams to resolve the issue.
• Prepare and/or review Impact Analysis based on issue analysis.
• Hands on experience with L1 / L2 / L3 support workload.
• Write scripts to automate mundane daily BAU tasks.
• Willing to provide support after office hours, weekends and stay on call when business needs.
• Identify root cause in the code, perform break-fix activities in the code and/or DB.
• Follow the release management and code deployment process to migrate the code changes. If any.
• Consumer Banking domain experience

Educational Qualifications:B.E./ B Tech / M.E./M Tech /MCA [with B.Sc., B Com, BBM]/M.Sc. (Computer Science, IT, S/W, Mathematics, Electronics, Physics, Statistics)

: 4 to 6 years

ITIL Foundation Certification

Foundational skills

• Basic Networking
• Java/J2EE, Microservice
• Advance level Unix
• Understanding on Database terminologies
• Oracle Database
• Production support experience
• Sound working knowledge on Ms-Office and Ms-Visio
• Splunk , Dynatrace tools

Desired Skills

• Effective Communication – Clear, Concise & Ability to articulate Problem/Solution
• Should be able to participate or conduct conference calls with tech and business users.
• Good documentation skills – Required to close the tickets and/or send updates/reports to various stakeholders.
• Organizational and multi-tasking skills

Work Timings:7:30 AM to 4:30 PM /10:30 AM – 7:30 PM