Assistant Vice President, Production Operations Specialist II, Core Technology Infrastructure

Job Description:

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include documenting or modifying knowledge, performing investigations, identifying incidents, mitigating impacts and engaging in triages, and working with technology teams to identify and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

Responsibilities:

• Monitors and supports application components and infrastructure critical to the business, such as relevant technologies and dashboards, responds to alerts regarding production incidents, and resolves issues prior to customer service interruption
• Fulfills requests from users, operations, auditors, and regulators within service level agreements and drives operational excellence through process improvement and monitoring development efforts related to supported technologies
• Onboards monitoring tools and applications in access system(s) of record to research potential production incidents, meet user requirements and service changes, and identify and implement automation opportunities in partnership with architects and engineers
• Communicates status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetings
• Performs environment routing and cycling, implements splash pages, and liaises with development teams to design and configure auto provisioning, straight thru revocation (STR), and straight thru processing (STP)
• Manages aged revocation monitoring to identify and fix defects in applications and systems of record
• Prepares technical documentation and develops procedures for trouble shooting incidents to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations
• Exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion and taking appropriate actions.
• Applies an understanding of the end-to-end infrastructure and how components relate to each other. When triaging an issue to help resolve incidents.
• Applies extensive knowledge of the Mainframe/ iSeries infrastructure and business applications to minimize disruption of services, the delay of deliverables or the recovery of failing components.
• Consistently exhibits self-motivated ability to organize or actively participate in projects that improve the overall ability of the organization to provide effective and efficient services.

• Has 10+ years of experience with IBM z/OS, workloads and operations.
• Understands the sensitive and critical nature of data processing and service level agreements and be able to proactively contribute to organizational goals and delivery targets.
• Shows the ability to respond to alerts regarding potential production incidents and consistently taking appropriate action.
• Ability to manage multiple priorities in fast-paced environment with flawless execution, working collaboratively with cross-functional, cross-cultural teams.
• Associate is viewed as a subject matter expert in either Mainframe or iSeries Operations functions. While understanding both platforms.
• Exceptional problem-solving and analytical skills, excellent communication and interpersonal skills.
• Exhibits a team-oriented mindset while taking independent action when appropriate. Strong attention to detail and multitasking prowess.
• Perform analysis using monitoring tools and reports to proactively identify and address potential issues prior to production impact. Is advanced in Interpreting monitors and dashboards to identify anomalies in our environments.
• Actively trains junior and mid-level talent and mentors individuals to help with continued growth.
• Represent the team on triage calls. Can lead the call and send management updates if needed.
• Knowledge with ticketing tools such as BMC Remedy or ServiceNow.
• Candidate must be able to work on Sundays to support our weekly Mainframe System Modification Window.

• Technical experiences include operator level knowledge of JES2 and MVS commands sets and console operations.
• The ability to navigate and provide operator level control over CICS and IMS.
• Knowledge of standard mainframe tools such as: MAINVIEW, Omegamon, Tivoli, SA/Zos, CAO, OPS/MVS, TMON, NETVIEW, TBSM, and HMC
• Strong knowledge of IPL and POR procedures is required.