Bank Of America Production Services Specialist II 

United States, Arizona, Chandler 

917315329

TheProduction Services Specialist IIwill provide frontline as. This role is the key focal point for the customer/client /associate experience and owns restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause and problem resolution follow-up.

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

Responsibilities:

• Lead production support triage efforts for all impacting incidents; manage bridge line troubleshooting and appropriate team engagement; engage in technical research and troubleshooting; and escalate to next level of leadership as needed.
• Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate information from junior team members; approve and communicate all impacts to appropriate leadership, communications channels and so on.
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent and ensure any necessary reconvenes are scheduled.
• Communicate clearly with all levels of management, line of business contacts, vendors and so on
• Responsible for ensuring all impacts are recorded and are documented accurately in the system of record and may provide oversight of impact records for multiple junior team members
• Participate in and drive the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage
• Responsible for the data quality and completion of incident tickets and is responsible for daily, weekly and end of month reporting of data quality
• Assess and prioritize research requests, ad hoc reports and offline incidents at the direction of the Technology Services Specialist and delegate work as needed to junior team members and peers
• Support 24 x 7 On Call responsibilities for any business impacting incident
• Understand application functionalities and application flows to backend systems
• Manage and coordinate all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change reporting
• Serve as a subject matter expert (SME) for an application(s) within your portfolio, have extensive knowledge of application functionalities and application flows to backend systems
• Identify possible production failure scenarios, vulnerabilities and opportunities for improvement and take ownership of restoral or escalation to appropriate development teams
• Promote and enforce production governance during triage/testing and fix efforts; exercise judgment to determine appropriate actions
• 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

Skills:

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

Required Qualifications:

• 3+ years of relevant IT experience (Production Support, ITIL, Release Support, 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 or 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.
• Experience with 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
• Strong operating system knowledge in Unix and Windows including strong scripting skills
• Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
• Ability to suggest, implement ideas for enhancing the customer experience
• 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
• Ability to work closely with Technology Infrastructure Teams, 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