Production Services Specialist

Bank of America•Jersey City, NJ

23h•Onsite

About The Position

This role provides critical technical production and end‑user support for Capital Markets and Investment Banking platforms that enable deal execution, reporting, client mandate processing, and compliance clearance. The position supports multiple mission critical, time sensitive applications and partners closely with internal and external clients, technology teams, and business stakeholders across regions and time zones. Key responsibilities include real time production monitoring, incident triage and resolution, root cause analysis, batch and data feed support, user service requests, post release validation, application health checks, and compliance related requests. The role leads business impacting incident response, ensures adherence to incident and problem management standards, restores service within strict SLAs, and drives root cause remediation and follow up actions.

Requirements

Minimum 5-7+ years of experience in application production support role.
Production support experience supporting Java/J2EE applications in an enterprise environment, including WebLogic, web services, Spring Boot, and strong SQL/PL/SQL skills for troubleshooting
Strong working knowledge of Linux/Unix environments and scripting languages such as Shell/Python, including applications deployed on JBoss
Experience using monitoring and observability tools (e.g., Splunk, Dynatrace, Nastel, SiteScope) in a production support environment
Hands on experience troubleshooting network related production incidents, including load balancing, traffic routing, and DNS issues, across on prem and cloud environments, with a focus on rapid service restoration
Experience and understanding database concepts (SQL / Oracle) and writing basic queries
Ability to manage multiple tasks simultaneously and adapt quickly to changing priorities and production demands
Self-starter with the ability to work independently as well as collaboratively within cross-functional teams
Excellent analytical skills with the ability to identify root causes of complex production issues
Provide on-call rotational support, including off-hours support, during weeknights, Saturdays, and Sundays

Nice To Haves

Banking or Capital Markets domain knowledge preferred
Familiarity with SRE principles including SLO/SLI definition, error budgets, and toil reduction strategies
Experience identifying and automating repetitive operational tasks to reduce toil and improve team efficiency
Understanding of CI/CD pipelines and ability to support post-deployment validation in an automated release environment
Experience defining and owning application availability targets, contributing to reliability improvement plans, and driving proactive measures to prevent recurrence of production degradation
Proven experience as a proactive problem solver in a production support environment
Strong verbal and written communication skills, with the ability to convey technical concepts to both technical and non technical audiences
Ability to review system logs and monitor data to identify subtle performance anomalies
Strong prioritization skills with the ability to manage multiple incidents under tight deadlines
Collaborative mindset with experience working across cross functional teams

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, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed
Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams
Provide front line production support and monitoring to ensure application stability and availability
Triage, troubleshoot, and resolve production incidents, including business impacting issues
Lead incident response and bridge calls, coordinating troubleshooting and escalation as needed
Perform root cause analysis and drive remediation and preventative actions
Monitor system alerts, logs, dashboards, and performance metrics to assess impact and restore service
Support batch jobs and data feeds, including time sensitive failures
Conduct post release validation and routine application health checks
Resolve user requests related to access, technical issues, and data discrepancies
Maintain accurate incident documentation, runbooks, and knowledge articles
Partner with technology, operations, vendors, and business teams to improve reliability
Participate in a rotational weekend and after hours support schedule as required