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Bank Of America Production Services Specialist 
United States, Arizona, Chandler 
7704453

29.08.2024

Primary Responsibilities of this role include:

  • dentification and resolution of production incidents
  • Problem Management post-incident resolution to determine root cause, mitigating actions, drive and track permanent resolution
  • Management of incident and problem tickets through the enterprise ITSM tool
  • Understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures
  • Capacity and Performance Management

  • Working with development teams for take-on and training of new services or significant upgrades

  • Providing support for Audits (internal and external)

  • Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements

Responsibilities:

  • Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include: Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management
  • Actively engage and lead production support issues/incidents
  • Takes ownership of escalations and perform trouble shooting, analysis, research and resolution
  • Ensure production and performance SLAs are met and escalate issues which needs attention
  • Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision
  • Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services
  • Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests
  • Should have increased awareness and exposure to basic technical principles, concepts and techniques
  • Resolves complex issues. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors
  • Support of on-call rotation for off-hours and weekend support as needed

Skills:

  • Adaptability
  • Analytical Thinking
  • Influence
  • Production Support
  • Automation
  • Collaboration
  • Innovative Thinking
  • Result Orientation
  • Solution Design

Required Qualifications:

  • 5+ years of relevant IT experience i.e. Production or Release Support, ITIL, Technical Implementations, or equivalent
  • Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
  • Excellent written and verbal communication skills (English)
  • Proven knowledge in some/all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
  • Good knowledge of Middleware components; Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft
  • Strong operating system knowledge in Unix and Windows including strong scripting skills
  • Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution.
  • Knowledge of event driven and schedule driven batch processes
  • Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
  • Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
  • Experience with: troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk, real-time restoration, 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
  • Ability to work closely with Technology Infrastructure, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
  • Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
  • Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
  • Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues
  • Working on some weekends and bank holidays as part of a 5 day/week shift pattern

Desired Qualifications:

  • Knowledge of event-driven and schedule driven batch processes
  • Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution
  • Good knowledge of Middleware components such as Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft
1st shift (United States of America)