Production Services Specialist

Bank of America•Charlotte, NC

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! LOB Description: Individual is responsible for providing technical and operational support to ATM channels, which includes Technical Support to ATM Technicians, ATM Level Software Configuration, Business Reporting, Vendor Governance, Incident Management and activities related to Bank issues. He/she/they is required to support dynamic workflow, with ATM technicians’ calls and fault tickets to support along with all other activities within stringent timelines. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. - Identifies vulnerabilities and opportunities for improvement, as well as helps maintain metrics to develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and performs trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under minimal supervision. Consults with Line of Business, Technology & Operations stakeholders to determine optimal configuration of equipment and applications. Works on problems where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Follows standard practices and procedures in analyzing situations LOB Responsibilities: Customer service skills, verbal/written communication, and organizational skills are a must. Candidate must be able to operate multiple applications simultaneously in addition to Microsoft Office Suite. Candidate must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal). Candidate must be comfortable navigating complex internal and external organizational structures to influence stakeholders to transform work to achieve required business outcomes. Job Description: 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. Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Requirements

Customer service skills, verbal/written communication, and organizational skills are a must.
Must be able to operate multiple applications simultaneously in addition to Microsoft Office Suite.
Must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal).
Must be comfortable navigating complex internal and external organizational structures to influence stakeholders to transform work to achieve required business outcomes.
Experience 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.
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.
Pursuing root cause and problem resolution follow ups.

Nice To Haves

ATM knowledge/experience
Networking / communications
ITSM/Remedy
ESQ
Splunk
Developmental background and experience using Agile/SAFE tools like JIRA/Confluence to break complex scope objectives, & requirements into incremental design, build and deploy solutions

Responsibilities

Provides technical and operational support to ATM channels, including Technical Support to ATM Technicians, ATM Level Software Configuration, Business Reporting, Vendor Governance, and Incident Management.
Supports dynamic workflows, handling ATM technician calls and fault tickets within stringent timelines.
Engages in Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, and Change/Configuration Management.
Identifies possible production failure scenarios, creates incident tickets, enhancements, and/or problem tickets, and communicates effectively with development and internal business operations teams.
Identifies vulnerabilities and opportunities for improvement, and helps maintain metrics to drive improvement in Production Services.
Creates and enhances administrative, operational, and technical policies and procedures, adopting best practice guidelines, standards, and procedures.
Takes ownership of escalations and performs troubleshooting, analysis, research, and resolution using advanced query and programming skills.
Performs analytical, technical, and administrative work in planning, installing, designing, and supporting new and existing equipment and software under minimal supervision.
Consults with Line of Business, Technology & Operations stakeholders to determine optimal configuration of equipment and applications.
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.
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation, and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.