Production Operations Specialist

Bank of America•Plano, TX

3d•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! The Production Operations Specialist is responsible for monitoring application and system alerts, performing initial triage, and executing alert-based steps to restore service quickly. This role works closely with production support and cross-functional technical teams to escalate and coordinate issue resolution as needed, ensuring minimal impact to operations. This position follows established event management processes and focuses on timely response, accurate diagnosis, and disciplined alert handling. 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.

Requirements

3+ years of experience in event management, production support, or monitoring operations within an enterprise environment.
Proven ability to operate effectively in high-pressure situations, coordinating across multiple technical teams to support timely alert / incident resolution.
Strong verbal and written communication skills.
Demonstrated analytical skills, with the abilty to quickly access alerts, follow identified steps for remediation, and take appropriate action.
Experience working with centralized monitoring frameworks and tools.
Working knowledge of ITIL practices with emphasis on Incident & Change Management, and Service Request processes.

Nice To Haves

Experience with enterprise incident tools (e.g., Remedy, ServiceNow, or JIRA).
Familiarity with monitoring and observability tools (e.g., Splunk, Dynatrace, or similar monitoring tools).
Foundational knowledtge of infrastructure, networking, or application support.
Prior experience supporting monitoring activites; includes initial (Level 1) alert triage and response.
Ability to use Microsoft (M365) tools (e.g., Excel, Word, Powerpoint, Teams).
Strong drive to learn new technical skills and tools.
Quickly recognize unresolvable or major issues and escalate immediately.

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