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.
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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 Merchant Services Platforms 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 internal and external clients and associates experiences, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.
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, 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
Required Qualifications:
- Minimum 2 years' experience in the payment technology industry. Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies.
- 2 years working into a production environment with Change management technology experience. Working knowledge of Java, Oracle, Linux, SQL/ Splunk.
- Very strong communication and documentation skills. Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills.
- 2 years' experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Splunk, Interscope.
- 2 years' experience in automating reporting tasks using Shell scripts or python scripts.
Desired Qualifications:
- 3-5 years' experience in J2EE, Spring, Microservice Unix / Linux Scripting • Understanding of Database terminologies•
- 3-5 years in the payment production environment with triaging critical merchant services internal and external issues. Strong working knowledge of files delivery protocols, Change protocols and transactions process flows.
- 3+ years of Strong working knowledge of Microsoft tools.
- Working knowledge of the following languages and applications:
- Java
- Ruby On Rails
- Bash , Shell scripting
Skills:
- Adaptability
- Analytical Thinking
- Influence
- Production Support
- Risk Management
- Automation
- Collaboration
- Innovative Thinking
- Result Orientation
- Solution Design
- Business Acumen
- DevOps Practices
- Project Management
- Solution Delivery Process
- Stakeholder Management
Shift:
1st shift (United States of America)
Hours Per Week:
40