Bank Of America Merchant Services Platform Support Lead - Tech 

United States, North Carolina, Charlotte 

423625801

Job Description:

across four critical merchant service platforms · 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, application support teams to resolve the issue · Prepare and/or review Impact Analysis based on issue analysis · Hands on experience with application 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, suggest break-fix activities in the code and/or DB · Follow the release management and code deployment process to migrate the code changes.

Responsibilities:

• Manages and prioritizes multiple tasks and assignments for the team including tracking tasks and tickets in system(s) of record, ensuring enterprise service level agreements are met, and participating in defect, incident, problem, and change review meetings and release activities
• Provides point of escalation for team members, peers, and partner teams, and shares the leadership Point of Contact for triage of high priority incidents or consulting engagements
• Performs all responsibilities of team members from applicable teams
• Works with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
• Participates and helps with resource interviews and onboarding processes
• Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes
• Creates the on call rotation schedule and ensures support for off hours, weekends, and release windows

Required Qualifications:

• 5+ years of experience in the payment technology industry
• 5+ years of experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Interscope
• 5+ years of experience working in a production environment with Change management technology experience
• Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies
• Working knowledge of Java, Oracle, Linux, SQL/ Splunk
• Very strong communication and documentation skills
• Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills

Desired Qualifications:

• J2EE, Spring
• Microservice Unix / Linux Scripting
• Understanding of Database terminologies
• Strong working knowledge of Microsoft tools

Skills:

• Collaboration
• Influence
• Production Support
• Risk Management
• Solution Design
• Analytical Thinking
• Architecture
• Innovative Thinking
• Result Orientation
• Stakeholder Management
• Adaptability
• Automation
• DevOps Practices
• Project Management
• Solution Delivery Process

1st shift (United States of America)