Production Operations Specialist- Incident Management

Bank of America • Pennington, AL

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. The Incident Manager is responsible for leading, coordinating, and driving the resolution of high impact technology incidents. This role ensures timely communication, effective collaboration across technical teams, and adherence to incident management policies to minimize business disruption.

Requirements

• 3+ years of experience in Incident Management, Service Operations, Production Support, or related technical fields.
• Strong understanding of ITIL frameworks, especially Incident, Problem, and Change Management.
• Demonstrated ability to manage high pressure situations and drive resolution across multiple technical groups.
• Excellent verbal and written communication skills.
• Ability to analyze complex issues and communicate concise, actionable summaries.
• Experience working in large scale enterprise environments.
• 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

Nice To Haves

• ITIL Foundations, Intermediate, or Practitioner certification.
• Experience with enterprise incident tools (ServiceNow, Jira Service Management, or similar).
• Familiarity with monitoring platforms such as Splunk, Dynatrace, AppDynamics, or similar.
• Background in infrastructure, networking, or application support.
• Prior experience presenting to executive-level leadership.

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

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