Bank Of America Production Services Specialist 

United States, New York, New York 

695236213

This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Responsibilities:

The key responsibilities / deliverables are as follows (but not limited to):

• First point of contact for end business users in Rates

• Ownership and delivery of on-boarding support of or processes into the MAPS organization

• Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts

• Monitoring and alerting of critical trading system environments

• Troubleshooting of complex systems issues

• Proactive identification and resolution of problem hotspots

• Development of tools and driving efficiency/stability improvements

• Accurate tracking of support effort to enable effective management reporting

• Release implementation and enforcement of change management policy

• Major Incident management and Problem Management

Required Qualifications:

• Incident Management, Problem

• Management, Service

• Request Management

• Adaptability

• Influence

• Production Support

• Risk Management

• Collaboration

• Innovative Thinking

• Analytical Thinking

• Result Orientation

• Business Acumen

• Project Management

• Solution Delivery Process

• Stakeholder Management