Production Services Specialist II

Bank of America•Plano, TX

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 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! 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. Serves as the primary liaison between business users, external clients, and technology teams, ensuring consistent production stability and service reliability. Owns client relationships through regular operational reviews and acts as the central point of coordination for all production support activities. Leads incident and problem management processes, including stakeholder communication, root cause analysis, and post-mortem documentation, while driving corrective and preventive actions. Oversees service request management with a focus on reducing manual effort through reporting and process optimization. Accountable for batch operations to ensure timely data processing within defined SLAs and governs change management processes to minimize risk and disruption to production environments. Provides capacity reporting and trend analysis to proactively identify performance constraints and improvement opportunities. Maintains and continuously improves operational documentation, including run-books and knowledge bases, in collaboration with Level 3 teams to ensure effective support readiness and knowledge continuity.

Requirements

5+ years of experience in Application/Production Support, IT Operations, or Service Management roles within enterprise environments
Proven experience supporting mission-critical production systems with high availability requirements
Demonstrated ownership of end-to-end incident, problem, and change management processes
Hands-on experience with Kafka, Protegrity, Tomcat, and SQL Server in a production environment
Strong working knowledge of batch processing frameworks and data integration workflows
Proficiency in SQL querying, troubleshooting, and performance tuning
Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, AppDynamics, or similar)

Nice To Haves

Knowledge of Privacy and Tech stack maintenance tools
Bank of America APS Support experience

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
Responsible for batch management ensuring that feeds in/out of systems are happening within SLAs
Responsible for change management, controlling the lifecycle of change to production, enabling changes to be made with minimum disruption to IT services
Provision of system capacity reporting, demonstrating trends and areas that need attention
Maintain instructions/run-books/knowledgebase with input from Level 3 teams
Level 2 Support (APS)
Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required