Production Services Specialist II

APSRE EIPS Triage Leader

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!

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.

The APSRE EIPS' primary responsibility is driving effective triage leadership for all CBWT related technology and operations incidents as well as Technical Event Management. Responsibilities also include Monitoring Enterprise level systems and providing support for Operational tasks. This position requires holding business partners, subject matter experts and technical partners accountable during restoral activities, ensuring proper escalation occurs, timely and accurate business communications are created, and documentation of the incident is accurate. In addition, this position also requires use of monitoring tools to proactively identify and research potential production incidents, responding to alerts regarding potential production incidents, and triaging and escalating to support partners as needed for problem resolution.

Responsibilities include:

• 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
• This position is a 2nd Shift role with a 4pm to 12 AM EST schedule.

Required Qualifications include:

• Familiar with ITIL methodology.
• Incident/Problem/Event Management, Release/Deployment, Operational Readiness.
• Minimum 3 - 5 years of experience leading incident triage and event management in a large IT operations production support environment.
• Prior Technical Generalist / Major Incident Management /Event Management experience.
• Excellent analytical and problem-solving skills.
• Working knowledge of Splunk, DynaTrace, Netcool and other monitoring tools.
• Experience in .net technologies, Windows, Linux, Oracle a plus.
• Must work well under pressure and ability to manage multiple priorities.
• Candidate must have excellent written and verbal communications skills.
• Ability to communicate effectively across all levels.
• Able to work independently or as a part of the team.
• Proven ability to quickly gain understanding of operational or business processes, including key stakeholders, risks, and existing control mechanisms.
• Strategic thinker with the ability to quickly assess situations and make critical decisions weighing risk verses rewards under stressful conditionals.
• Excellent communication skills, able to articulate issues in a technical manner as well as concisely write incident communications for audiences varying in seniority and role.
• Excellent leadership and discussion facilitation skills.
• Experience using BMC Remedy, ServiceNow and Microsoft Suite of tools.
• Ability to work effectively in high pressure situations, on an ongoing basis, maintaining attention to detail.
• Must be comfortable working a 2nd Shift position (4pm - 12am EST).

Desired Qualifications include:

• Diverse experience in working in complex, global, enterprise scale environments.
• Prior Technical Generalist, Major Incident Manager & Event Management experience.
• Familiar in the Incident Commander and Incident Command System model.
• Familiar with Enterprise level Monitoring tools and processes.
• Ability to digest and craft formal written communications with a blend of both technical and line of business acumen.
• Customer centric mindset.
• Hands on experience with monitoring tools, dashboards, proactive health routines and Eyes on Glass model.
• Experience in application, infrastructure, and networking support.

Skills include:

• 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: 2nd shift (United States of America)

Hours Per Week: 40