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Bank Of America Production Services Specialist - Compliance Risk Global Financial Crimes United States, Texas, Plano 729634803
Job Description:
Job Description:
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.
Grow your career in our dynamic and fast paced environment of diverse software platforms and challenging projects that shape the future of the banking industry.
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, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, overseesaccuracy of all communications sent, and ensures any necessary reconvenes are scheduled
Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed
Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or theTechnology/ProductionServices teams
Provides on call support for problem triaging and will coordinate with various support teams across the organization
Looks for areas of improvement in monitoring, application stability, and speed of determining root cause
Performs trouble shooting, analysis, research and resolution using advanced query and programming skills and conducts root cause analysis
Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades etc
Real-time restoration and 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 period.
Assesses initial severity, gather impacts, creates tickets (REMEDY), engages necessary support teams, and escalates as necessary to ensure timely restoration
Participate in Disaster Recovery and Resiliency
Excellent communication skills. Demonstrate ability to communicate effectively with both technical and nontechnical partners
Must be willing and able to express new ideas, concerns, and opinions directly to wider team in team meetings face-to-face and via remote-working tools.
Hands-on experience in Incident and problem management
Required Skills:
Production support experience
Must have excellent oral and written communication skills.
Strong automation skills
Ability to work with stakeholders to identify problems, suggest solution and implement improvements
Willingness to work in shifts and on weekends
5 days a week not necessarily Monday to Friday
1st and 2nd shifts
Hands on experience with Unix and Shell Scripting
Hands on experience with Database (Oracle & Teradata)
Hands on experience in Hadoop
Experience in ETL tool - Informatica
Experience in monitoring tools like ITRS Geneous, Splunk
Experience in Job scheduling tools like Autosys
Aware of ITIL concepts like Incident and Problem Management
Desired Skills:
Ability to troubleshoot issues and perform RCA at a short interval
Ability to think out of box and provide innovative solutions
Ability to work independently and take up ownership of tasks
Strong analytical and problem solving skills
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
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