Production Services Specialist II
About The Position
At Bank of America, the Production Services Specialist II provides front-line support to end users and manages incidents and problem-management governance for multiple applications. The role leads triage of business-impacting incidents, restores complex production services within service-level agreements, and pursues root-cause analysis and follow-up problem resolution. The specialist supports critical Contact Center technology platforms in a fast-paced, 24x7x365 production-support environment. The position requires technical troubleshooting, cross-functional incident leadership, effective stakeholder communication, and a proactive approach to process improvement, system availability, and operational excellence. It is based at the Villa Park Operations Center in Richmond, Virginia, and is listed as a first-shift role with 40 hours per week. Rotational on-call support, including Saturdays, Sundays, and holidays, is required as needed.
Requirements
- At least 5 years of experience in Production Support, Operations Support, or an Incident Management environment.
- Demonstrated ability to lead incident response and coordinate multiple teams during critical production events.
- Strong analytical, diagnostic, and critical-thinking skills.
- Ability to work independently and contribute effectively within a team.
- Exposure to SQL and ability to use queries for troubleshooting and analysis.
- Ability to provide rotational on-call support, including Saturdays, Sundays, and holidays as required.
- Ability to manage multiple priorities and tasks in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Excellent verbal and written communication skills.
Nice To Haves
- Experience supporting Contact Center technologies and customer-service platforms.
- Experience leading and facilitating production triage bridge calls.
- Strong background in enterprise production-support operations.
- Experience with monitoring and observability tools such as Splunk, AppDynamics, Glassbox, or similar technologies.
- Familiarity with Microsoft DF Container technologies.
- Experience supporting Synergy, SynergyWeb, or LEAN applications.
- Understanding of networking fundamentals and basic network troubleshooting.
- Strong problem-solving and analytical capabilities.
- Proficiency with Microsoft Office Suite.
- Demonstrated ability to prioritize work effectively and manage competing demands.
Responsibilities
- Lead production-support triage, manage bridge-line troubleshooting, conduct technical research, and escalate issues to leadership when needed.
- Ensure impacts are accurately recorded in the system of record and oversee the availability and accuracy of documents and wikis used during triage.
- Support documentation of application flows, upstream and downstream outage impacts, customer experience, and support contacts.
- Identify or validate business impacts by interpreting monitors, dashboards, and logs, and communicate findings to leadership and vendors.
- Manage efforts to determine 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 failure scenarios, vulnerabilities, and improvement opportunities.
- Serve as a subject matter expert for portfolio applications, including their functionality and flows.
- Assess and prioritize research requests, ad hoc reports, and offline incidents at the direction of senior team members, and delegate work as needed.
- Lead incident triage bridge calls and coordinate technical teams through issue resolution and service restoration.
- Manage production incidents from identification through resolution, ensuring timely communication and escalation.
- Prioritize multiple incidents, deliverables, and ad hoc requests in a dynamic, high-pressure environment.
- Develop, maintain, and improve triage procedures, operational documentation, and knowledge resources.
- Provide clear status updates to technical teams, leadership, business partners, and other stakeholders.
- Troubleshoot production issues and perform root-cause analysis.
- Support data integrity and data quality initiatives across supported applications.
- Execute scheduled operational activities and production-support tasks.
- Drive continuous process improvement and identify opportunities for automation, innovation, and operational efficiency.
- Partner with infrastructure, application development, networking, and vendor teams to resolve complex technical issues.
- Work incident tickets and ensure adherence to established service-level objectives.
Benefits
- Industry-leading benefits.
- Access to paid time off.
- Resources and support for employees.
- Eligible to participate in the annual discretionary incentive plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
