Markets Application Production Support Analyst

Bank of America•New York, NY

1d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! 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. The suite of applications we support cover many different functional aspects of the business, including pricing and trade capture, risk generation and aggregation, market and reference data. The role will give the successful candidate exposure to the full front-to-back process from trade inception to feeding risk downstream. This is also an opportunity to work in a global team.

Requirements

Operating systems: Linux primarily
ITIL Certification or performed in a role that demonstrates application of the principles
Scripting languages: Unix Shell, Python
SQL (intermediate level: multi-table joins, grouping results, stored procedures)
Grid computing (e.g. Data Synapse), job scheduling (Autosys, Crontab) & batch management
Well rounded understanding of infrastructure disciplines (network, server, storage, messaging)
Enterprise Monitoring – ITRS Geneos, Splunk, Dynatrace
Documentation (Confluence)
Experience with trading & risk systems
7+ years work experience in production support (preferably financial domain)
Experience with FICC Trading Applications and trade life cycle management.
Strong business application support and problem diagnosis skills - Strong desire/ability to jump in and investigate issues, resolve problems, and communicate status.
Ability to deal with a high pressure Trading environment.
Manage oneself in and environment of high frequency business and technology changes adhering to release and change management principles.
Personable, effective communicator with ability to build and maintain partnerships.
ability to deal directly with business users and development teams on a daily basis and act as primary liaison.
Proven ability to handle difficult situations, users and make critical decisions.
Must to be able to communicate crisply and clearly both from a verbal and written perspective
Strong interpersonal skills
Excellent work ethic – willing to be on-call on week end
Must be able to work autonomously and independently solve problems when needed
Personal Skills – must be resilient and confident working in a high pressure environment.
Excellent communication skills essential.
Leadership.
Product knowledge – Risk & PnL including, PV, Delta, Gamma and derivatives risk and securities including Government Bonds, Agencies, Futures, Swaps, Inflation-linked products, US Treasuries and Bills
Market data – yield curves, funding curves, volatility / correlation surfaces (general understanding / familiarity)

Nice To Haves

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

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, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers
First point of contact for end business users in Credit Ownership and delivery of on-boarding support of or processes into the MAPS organization
Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts
Monitoring and alerting of critical trading system environments
Troubleshooting of complex systems issues
Proactive identification and resolution of problem hotspots
Development of tools and driving efficiency/stability improvements
Accurate tracking of support effort to enable effective management reporting
Release implementation and enforcement of change management policy
Major Incident management and Problem Management
Role is required to be in office as it is direct face to face interaction with business partners