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

1st shift (United States of America)