Production Services Specialist II

Bank of America•Jersey City, NJ

3d•$73,600 - $143,800•Onsite

About The Position

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. We are seeking an experienced Application Support professional to join a dynamic team providing business and technology support across the AMRS Regulatory Reporting landscape. As part of the Application Production Services (APS) organization, you will support the America’s Regulatory Reporting Technology platforms and partner closely with America's Regulatory Reporting business stakeholders. You will work within a global team of analysts and developers, ensuring the stability, availability, and performance of critical applications supporting key business functions. The successful candidate will collaborate closely with colleagues across multiple regions to deliver a high standard of production support and exceptional service to the user community. Operating in a fast-paced environment, you will be expected to quickly develop expertise in APS support processes, application architecture, technical platforms, and business workflows. The role requires strong analytical and problem-solving skills, with the ability to manage incidents, troubleshoot issues, and drive resolutions while minimizing business impact. You will work in close partnership with Development, Business Analysis, and Quality Assurance teams to support multiple applications and ensure seamless delivery of technology services. Strong relationships across support, development, and business teams are essential to maintaining a high level of end-user support and delivering continuous improvements to the overall production environment.

Requirements

7-10+ years of experience in Application Production Support, preferably within financial services
Self-motivated and proactive individual with the ability to work independently and deliver results with minimal supervision
Excellent verbal and written communication skills, with the ability to communicate effectively with business users, technology teams, and senior stakeholders
Strong understanding of ITIL processes, including Incident, Problem, Change, Release, and Request Management
Hands-on experience supporting applications hosted on both Linux and Windows platforms
Strong database skills, including Oracle and SQL Server, with proven experience writing and troubleshooting complex SQL queries
Proven ability to diagnose and resolve production incidents within tight SLA deadlines, perform root cause analysis, and drive corrective and preventative actions
Experience supporting batch processing environments and job scheduling tools such as AutoSys
Strong incident triage, troubleshooting, and issue resolution skills, with the ability to manage multiple priorities in a fast-paced production environment
Experience providing direct business user support and managing critical production issues through to resolution
Ability to work collaboratively across Development, Business Analysis, QA, Infrastructure, and Support teams to ensure application stability and service excellence

Nice To Haves

Experience supporting Regulatory Reporting applications, including FRTB, Market Risk, Basel, or other regulatory platforms
Familiarity with production monitoring and observability tools (ITRS, Dynatrace and Splunk)
Experience with automation and process improvement initiatives within an Application Production Support organization
Understanding of end-to-end data flows, batch processing frameworks, and upstream/downstream system dependencies
Experience working within a global support model across multiple regions and time zones

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
Provide business and technology support for Regulatory Reporting applications
Monitor and maintain application availability, stability, and performance
Investigate, troubleshoot, and resolve production incidents and user issues
Partner with Development, BA, QA, and business teams to drive issue resolution and continuous improvement
Manage and communicate incidents, risks, and service impacts effectively
Develop technical and business knowledge of supported applications and processes
Contribute to operational excellence initiatives, automation, and process improvement activities
Support global users and stakeholders across multiple regions and time zones