Operations Engineering Support Specialist

Bank of America • Plano, TX

2d • 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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include performing initial investigations, mitigating impacts through routines and engaging in triages, responding to user requests, and working with technology teams to identify, troubleshoot, and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration. Overview: Engineering Ops L1 Support Specialist provides first-level support for test environments used in integrated testing of applications. This role ensures smooth operation of test environments, monitors stability and escalates issues to higher-level support when necessary.

Requirements

• 2-5+ years of relevant work experience in IT support, QA support or environment management
• Application Development or Support Experience
• Strong analytical, triage and issue resolution skills
• Excellent communication and teamwork abilities.
• Customer-service mindset
• Ability to work in cross functional and multi-location teams.
• Experience/Ability with working in complex, highly integrated, fast paced and high-volume environment
• Ability coordinates multiple troubleshooting calls
• Ability to generate daily useful Metrics and email reporting
• Ability to learn and adapt quickly with application and technology changes
• May be required to work in shifts
• Experience with the following technical skills:
• Excel, Jira, PowerPoint, Kanban
• SDLC methodologies
• Linux/Unix Commands and Shell Scripting
• RDBMS and SQL experience in MS SQL Server

Nice To Haves

• Financial Industry Experience
• Strong understanding of SDLC concepts
• Familiarity with automation scripts using PowerShell
• Ideal Candidate Profile: A proactive, detail-oriented professional with strong technical acumen and the ability to work effectively in complex, high-volume environments. The candidate should demonstrate adaptability, collaboration, and a commitment to continuous learning.

Responsibilities

• Monitors and supports application components and related infrastructure, acts as the first point of contact for users, and responds to alerts regarding potential production incidents
• Interprets and monitors dashboards, tools, and reports in order to proactively identify and address potential issues prior to production impact, escalating issues to senior team members or subject matter experts as needed
• Performs environment routing and cycling, implements splash pages, and conducts user ID administration access provisioning/deprovisioning (additions, modifications, deletions) for applications
• Works with technical partners to generate status updates, create technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, and schedules follow up meetings
• Partners with change and release teams to support implementations and proactively identify potential issues resulting from changes
• Tracks incidents and requests in a defined system, executes procedures reliably, fulfills requests from business users and operations, and escalates issues as needed to solve incidents quickly
• Keeps operational procedures updated and provides data that adheres to documentation requirements and audits
• Environment Monitoring & Maintenance
• Perform routine health checks and basic troubleshooting
• Critical/High priority defect handling
• Act as the first point of contact for environment-related issues
• Log, categorize, and resolve critical/High-priority defects
• Escalate complex issues to next level of supports and SMEs
• Document and Reporting
• Maintain accurate records of defects, resolutions and possible postmortem
• Provide daily/weekly status updates on environment health
• Define and stand-up new service capability
• Define the services and capabilities
• Document marketing points for the services with values
• Collaboration
• Collaborate with cross-functional and multi-location teams to resolve complex issues.

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees