Production Operations Specialist II

Bank of America•Richmond, VA

10d•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! About The Team: Our department (CFPT PAMT EIM) Payment/Merchant Event Incident Management is responsible for providing 24X7 end to end detailed monitoring and support for onboard merchant partner transactions as well as all infrastructure and application components critical to the Bank of America Customer Facing Platform Technology. Job Description: Event Incident Management (EIM) is responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to the Bank of America Customer Facing Platform Technology (CFPT) CTO. This includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer. 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 documenting or modifying knowledge, performing investigations, identifying incidents, mitigating impacts and engaging in triages, and working with technology teams to identify 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.

Requirements

Proven ability to work independently, multitask and effectively work in a complex environment with a global team structure
Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
Knowledge of Splunk, Sitescope, Tivoli Netcool/WebGUI, Experience with HVD, Windows
Experience in a large IT production support environment
Basic understanding/exposure to ITIL/ITSM.
Ability to work in non-contiguous shifts including weekend days.
Proven team player who can work comfortably in a multicultural environment.

Nice To Haves

ITIL Foundation/Intermediary certification
Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management
Skills: Adaptability
Analytical Thinking
Influence
Production Support
Risk Management
Automation
Collaboration
Result Orientation
Solution Delivery
Process Solution Design
Business Acumen
DevOps Practices
Innovative Thinking
Project Management
Stakeholder Management

Responsibilities

Use of monitoring tools to proactively identify and research potential production incidents.
Respond to alerts regarding potential production incidents.
Escalate to advanced support as needed for problem resolution.
Perform trending and analysis using monitoring tools and reports in order to proactively identify and address potential issues prior to production impact.
Perform all environment routing, cycling, and implementation of splash pages.
Partner with Change Operations to support all Change implementations and proactively identify potential issues resulting from the changes.
Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
Execute procedures reliably and escalate appropriately to solve incidents quickly.
Monitors and supports application components and infrastructure critical to the business, such as relevant technologies and dashboards, responds to alerts regarding production incidents, and resolves issues prior to customer service interruption
Fulfills requests from users, operations, auditors, and regulators within service level agreements and drives operational excellence through process improvement and monitoring development efforts related to supported technologies
Onboards monitoring tools and applications in access system(s) of record to research potential production incidents, meet user requirements and service changes, and identify and implement automation opportunities in partnership with architects and engineers
Communicates status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetings
Performs environment routing and cycling, implements splash pages, and liaises with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP)
Manages aged revocation monitoring to identify and fix defects in applications and systems of record
Prepares technical documentation and develops procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations