Production Services Specialist II

Bank of America•Charlotte, NC

4d•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 providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups. Supports multiple systems through maintenance, modification and problem resolution to support ongoing delivery of services. Manages multiple on-boarding tasks and BAU projects simultaneously. Coordinates resources across various applications, operations or projects. May provide expertise in determining the strategic technical direction and system architecture for initiatives. Provides input on policy issues. Typically requires 5-7 years of applicable experience.

Requirements

Experience with file transfer protocols, IBM Sterling Connect Direct with Secureplus and other file transfer products (FTPS, SFTP, etc.)
Strong leadership qualities: must have strong people skills, communications skills and have the courage to do the right thing.
Must be hands-on and involved with the day-to-day technical details.
Self-motivated with a positive attitude
Strong analytical, problem-solving, and troubleshooting skills
A collaborative attitude is essential to the job.

Nice To Haves

Experience multitasking and maintaining fulfillment system of record
Excellent oral and written communication skills (English)
Can interact and provide support to our internal and external customers effectively
Exhibit strong teamwork skills among team members and business partners
Demonstrates a strong sense of urgency and takes ownership to accomplish tasks, solve problems and produce results in a timely and accurate manner
Network Concepts (Firewall, Proxy, Load Balancing), as well as knowledge of Monitoring Tools such as Splunk, a plus
Knowledge of Swift FIN, Swift FileAct and AMH would be a strong plus
Skills: Adaptability Analytical Thinking Influence Production Support Risk Management Automation Collaboration Innovative Thinking Result Orientation Solution Design Business Acumen DevOps Practices Project Management Solution Delivery Process Stakeholder Management

Responsibilities

Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers
Manages mutilpe tasks to fulfill internal and external data channels within established SLA
Possesses extensive technical or functional knowledge that enables resolution of complex on-boarding technical issues.
Coordinates activities across numerous partnering organizations including enterprise wide fulfillment teams, Business Technology Groups, application development, architecture teams, Release Management, Technology & Infrastructure Services.
Is aware of and devises means to apply best practices and risk mitigation in area of expertise.