Banking Channels Production Services Specialist ll

Bank of America•Chandler, AZ

10d•Onsite

About The Position

This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Requirements

5-8 years of hands‑on experience in L2/L3 Application Production Support within banking or financial services
Strong experience supporting Corporate Banking and Channel applications, with a solid understanding of regional and global payment products and clearing systems.
Proven experience managing regional regulatory requirements and handling communications with regulators and senior stakeholders
Expertise in Incident, Problem, Change, Release, and Deployment Management
Hands‑on experience with monitoring and observability tools such as: Splunk, Dynatrace, Geneos
Experience working with CI/CD and automated release/deployment toolsets
Strong technical knowledge of Java / J2EE (Core Java, Web Services), integration technologies (SOAP/REST, MQ, Microservices), middleware platforms (IBM WebSphere MQ, JBoss, MuleSoft), and certificate management for secure application‑to‑application and external connectivity in banking environments
Unix and Windows operating systems with scripting capability
Databases (Oracle, Sybase, MS SQL Server, SQL) for production troubleshooting
Experience handling real‑time production incidents and high‑severity outages
Excellent written and verbal communication skills with ability to engage senior stakeholders
Strong analytical skills with attention to detail and effective prioritization
Self‑motivated, proactive, resilient, and able to work independently and within global teams
Demonstrated flexibility to work shift patterns, weekends, and public holidays

Nice To Haves

Experience supporting Payments & Settlement systems, End‑to‑end exposure to Production Shared Services, including: Service analytics and reporting, Application monitoring and governance, Capacity and availability management
Strong experience driving automation and operational efficiency improvements
Exposure to DevOps practices and closer alignment with engineering teams
Ability to define, track, and present service stability KPIs and operational metrics
Experience serving as a senior escalation point for complex, cross‑functional incidents
Awareness of technology risk management and operational risk controls in a banking environment
Experience mentoring junior team members and collaboration with offshore or regional support teams
Recognized as a senior subject‑matter expert (SME) providing guidance and thought leadership without direct people management responsibility

Responsibilities

Drive identification, triage, and resolution of production incidents with minimal business disruption
Drive Problem Management, including root cause analysis (RCA), mitigation, and permanent fix tracking
Manage incident and problem tickets through the enterprise ITSM platform, ensuring SLA adherence
Coordinate real‑time restoration activities, engaging development, infrastructure, and vendor teams
Oversee capacity and performance management, proactively identifying and mitigating risks
Utilize modern monitoring and observability tools such as Splunk, Dynatrace, and Geneos for proactive detection
Build and enhance automation scripts, dashboards, and alerts to reduce manual effort
Support CI/CD pipelines, including automated release and deployment processes
Partner with Engineering teams for onboarding new services, major upgrades, and platform changes
Ensure operational readiness for releases, deployments, and infrastructure upgrades