Production Services Specialist II

Bank of America • Jersey City, NJ

2d • Onsite

About The Position

At Bank of America, this role provides front-line support to end users and manages incidents and problem-management governance across multiple applications. The specialist leads triage for business-impacting incidents, restores complex production services within strict service-level agreements, and drives root-cause analysis and follow-up resolution while supporting a positive customer, client, and associate experience.

Within the Application Production Services organization, the role provides business and technology support for America’s Regulatory Reporting Technology platforms. The specialist partners with Regulatory Reporting business stakeholders and a global team of analysts and developers to maintain application stability, availability, and performance. The work includes troubleshooting production issues, coordinating incident response, communicating service impacts, and collaborating with Development, Business Analysis, Quality Assurance, Infrastructure, and support teams. The role also contributes to operational excellence, automation, and process improvement.

Requirements

• 7–10+ years of experience in Application Production Support, preferably in financial services.
• Self-motivated and proactive, able to work independently and deliver results with minimal supervision.
• Excellent verbal and written communication skills for working 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 Linux and Windows.
• Strong database skills, including Oracle and SQL Server, with proven experience writing and troubleshooting complex SQL queries.
• 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, including the ability to manage multiple priorities in a fast-paced production environment.
• Experience providing direct business-user support and managing critical production issues through resolution.
• Ability to collaborate across Development, Business Analysis, Quality Assurance, 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 such as 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

• Lead production-support triage, coordinate bridge-line troubleshooting, conduct technical research, and escalate issues to leadership as needed.
• Accurately record and document impacts in the system of record; keep documents and wikis updated and available for triage.
• Document application flows, upstream and downstream impacts during outages, customer experience, and support contacts.
• Identify or validate business impacts using monitors, dashboards, and logs, and communicate findings to leadership and vendors.
• Drive identification of incident root cause, resolution, preventative actions, and change requests; report on incident data quality.
• Promote and enforce production governance during triage and testing, and identify production failure scenarios, vulnerabilities, and improvement opportunities.
• Serve as a subject matter expert for applications in the portfolio, using detailed knowledge of application functionality and flows.
• Assess and prioritize research requests, ad hoc reports, and offline incidents at the direction of senior team members, and delegate work when needed.
• 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, Business Analysis, Quality Assurance, and business teams to resolve issues and drive continuous improvement.
• Manage and communicate incidents, risks, and service impacts.
• Develop technical and business knowledge of supported applications and processes.
• Contribute to operational excellence, automation, and process-improvement initiatives.
• Support global users and stakeholders across multiple regions and time zones.

Benefits

• Benefits-eligible role with industry-leading benefits and access to paid time off, resources, and employee support.
• Eligible to participate in the annual discretionary incentive plan; awards are based on individual performance and behaviors, line-of-business or group performance, and overall company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed