Production Operations Specialist

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: 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. Job Description: The Production Operations Specialist must be p roficient to work fairly independently on the most complex projects, and often on multiple phases. Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems. Often responsible for the completion of a phase of a project. Provides guidance and checks the work of less experienced associates. Typically has 5 + years' experience in IT production support or equivalent. 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

Proven team player who can work comfortably in a multicultural environment.
Proven ability to work independently, multi task 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.
Working knowledge of Splunk, Dynatrace, Sitescope, Tivoli Netcool/WebGUI,
Experience with Java Virtual Machine, Unix/Linux OS, Windows, MQ, OOS/Webmethods
Experience in a large IT production support environment
Basic understanding/exposure to ITIL/ITSM.
Ability to work in non-contiguous shifts including the potential for weekend days.
Typically has 5 + years' experience in IT production support or equivalent.

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
Collaboration
Result Orientation
Solution Delivery
Process
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
Develop procedures for trouble shooting and possible resolution of issues
Execute procedures reliably and escalate appropriately to solve incidents quickly
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