Production Services Specialist II

Bank of America • Charlotte, NC

5d • Onsite

About The Position

At Bank of America, this role provides front-line support to end users and responds to incidents and problem-management needs across multiple applications. The specialist leads triage for business-impacting incidents, restores complex production services within service-level agreements, ensures compliance with incident and problem-management policies, and follows through on root-cause analysis and problem resolution.

The position supports critical Contact Center technology platforms in a fast-paced, 24x7x365 production-support environment. It requires incident management, troubleshooting, triage leadership, and service restoration across applications and technologies, along with strong communication, critical thinking, and cross-functional coordination. The role is based at the Villa Park Operations Center in Richmond, Virginia, and follows a first shift schedule of 40 hours per week. On-call rotational support, including Saturdays, Sundays, and holidays, is required as needed.

Bank of America describes an in-office culture intended to support collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. The position is benefits eligible and eligible for participation in the annual discretionary incentive plan. The stated annual salary range is $73,600 to $143,800, with offers determined by experience, education, and skill set.

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.
• Provide on-call rotational 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, perform technical research, and escalate issues to leadership as needed.
• Record and document impacts in the system of record; ensure documents and wikis are current and available for triage; support documentation of application flows, outage impacts, customer experience, and support contacts.
• Identify or validate business impacts using monitors, dashboards, and logs, and communicate findings to leadership and vendors.
• Manage identification of incident root cause, resolution, preventive actions, and change requests; report on incident data quality.
• Promote and enforce production governance during triage and testing; identify production failure scenarios, vulnerabilities, and improvement opportunities.
• Serve as a subject matter expert for applications in the portfolio, using 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 as needed.
• Lead incident triage bridge calls and coordinate technical teams through issue resolution and service restoration.
• Manage production incidents from identification through resolution, providing timely communication and escalation.
• Prioritize multiple incidents, deliverables, and ad hoc requests in a dynamic, high-pressure environment.
• Develop, maintain, and enhance 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

• Benefits eligibility, including access to paid time off and employee resources and support.
• Eligibility to participate in the annual discretionary incentive plan.

What This Job Offers

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