Production Services Specialist II

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:

The Production Support Specialist II is responsible for providing APS operational support for Shared Platform that includes critical Tier-1 apps like CAAS, IAAS, UIPath, etc.

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.

• Provide in-depth problem analysis of application, system errors, and performance issues
• Proactive application stability analysis - investigate performance concerns, system errors, improve maintenance processes, automation, and resolution of open issues
• Ownership of problem root cause analysis and remediation
• Chronic issue investigation for critical application issues
• Lead proactive monitoring review and implementation
• On-call support for production releases
• 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

• Strong knowledge in .NET, ASP.NET, IIS, Windows, SQL Server
• Hands on experience in .NET, ASP.NET, IIS, Windows, SQL Server
• Experience in working in Production Support environment, triage and RCA experience
• Knowledge on ITSM Remedy, Splunk, Dynatrace
• 4+ years of production support experience

• Troubleshooting, Dynatrace, Splunk, Production Support
• Debugging skills and ability to analyze thread and heap dump

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Result Orientation
• Solution Design
• Business Acumen
• Project Management
• Solution Delivery Process
• Stakeholder Management